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dc.contributor.authorGill, Chris
dc.contributor.authorWilliams, Jane
dc.contributor.authorBrennan, Carol
dc.contributor.authorHirst, Carolyn
dc.date.accessioned2018-06-29T20:19:59Z
dc.date.available2018-06-29T20:19:59Z
dc.date.issued2016-04-26
dc.identifierER4306
dc.identifier.citationGill, C., Williams, J., Brennan, C. & Hirst, C. (2016) Designing Consumer Redress: a Dispute System Design (DSD) Model for Consumer-to-Business Disputes, Legal Studies, 36 (3), pp. 438-463.
dc.identifier.issn1748-121X
dc.identifier.urihttp://dx.doi.org/10.1111/lest.12116
dc.identifier.urihttps://eresearch.qmu.ac.uk/handle/20.500.12289/4306
dc.description.abstractThis article proposes a model for designing consumer dispute resolution (CDR) mechanisms (including conciliation, adjudication, arbitration, and ombuds schemes). This field has expanded significantly in recent years, replacing courts as the primary forum of dispute resolution in some areas of consumer-to-business activity. This expansion has been ad hoc, with a lack of consistency in the design of CDR mechanisms and in the overall shape of the CDR landscape. In light of the recent implementation of the EU's Directive on Consumer Alternative Dispute Resolution and Regulation on Consumer Online Dispute Resolution, Dispute System Design (DSD) requires urgent attention to ensure that the design of future mechanisms is based on coherent principles. A failure to address this issue risks undermining the legitimacy of state-sanctioned dispute resolution. The model described in this article proposes a systematic approach and aims to: synthesise existing DSD models; apply the concepts of DSD to the field of CDR; and provide a framework that may be of use in other disputing contexts.
dc.format.extent438-463
dc.publisherThe Society of Legal Scholars
dc.relation.ispartofLegal Studies
dc.titleDesigning Consumer Redress: a Dispute System Design (DSD) Model for Consumer-to-Business Disputes
dc.typearticle
dcterms.accessRightsrestricted
dc.description.facultydiv_BaM
dc.description.volume36
dc.identifier.doihttp://10.1111/lest.12116
dc.description.ispublishedpub
dc.description.eprintid4306
rioxxterms.typearticle
refterms.dateAccepted2015-10-18
refterms.dateFCD2016-07-27
qmu.authorHirst, Carolyn
qmu.authorGill, Chris
qmu.authorWilliams, Jane
qmu.authorBrennan, Carol
qmu.centreCentre for Applied Social Sciences
dc.description.statuspub
dc.description.number3


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