Source · Select Committees · Business and Trade Committee
Recommendation 22
22
Accepted
Paragraph: 148
Regulators and other relevant stakeholders should invest in better online arbitration systems that are quicker...
Recommendation
Regulators and other relevant stakeholders should invest in better online arbitration systems that are quicker and cheaper, to speed up enforcement of minor consumer rights breaches. These investments should include better internal digital case management systems and other options for consumers who are unable to access online services.
Government response summary AI-generated
The Government has committed to reform Alternative Dispute Resolution (ADR) by legislating to boost the quality and oversight of ADR services, particularly in non-regulated sectors and is exploring mediation in the civil justice system.
Summary of the government's response below — read the verbatim text to verify.
Paragraph Reference:
148
Government Response
Accepted
HM Government · verbatim extract
Accepted
The Government agrees that a well-functioning ADR system supports consumers and businesses by facilitating quicker and cheaper access to redress for individual disputes without the need for going to court. Many ADR providers across both regulated and non-regulated sectors are investing in online case management systems to speed up and simplify service delivery. These often include increased use of mediation to resolve disputes at an early stage, ensuring quicker redress for consumers and keeping costs low for business. As stated above, the Government is planning to improve the consistency and quality of ADR services in consumer markets by legislating to mandate accreditation of ADR providers and strengthening the monitoring framework. Together, mandatory accreditation and updated quality and accessibility standards are designed to reflect the changing needs and expectations of consumers by encouraging ADR providers to increase their use of digital services and protect the needs of consumers who are unable to access online services.
Read the full response on Parliament ↗