Designing justice: Dispute system design and consumer redress

Abstract

This chapter sets out a model to assist those involved in the design and review of consumer dispute systems and highlights how it can be applied in practice. The model does not dictate what final form the design should take but instead seeks to provide a framework for design choices in order that designers can ensure that a clear rationale exists for all aspects of a scheme's design. It is envisaged therefore that the model could be of use to designers in Spain and other jurisdictions in developing ADR systems to comply with the European Union's Directive on Consumer Alternative Dispute Resolution (2013/11/EU) and Regulation on Consumer Online Dispute Resolution (EU No 524/2013). The chapter explains how the model works and draws on recent practice and examples primarily from the UK to illustrate some key issues relating to designing consumer dispute systems. The aim is to provide a practical guide to assist designers and those involved with the evaluation of dispute systems.