Embedding Effective Online Dispute Resolution for Communities
We’ve explored how Online Dispute Resolution (ODR) can enable better access to justice. ODR offers an opportunity to resolve disputes faster and more affordably, but its potential can only be realised if solutions are designed with users in mind, supported by robust frontline services, and embedded into a justice system that prioritises fairness.
We undertook a series of activities and events over an 18-month period starting with a review of existing research and literature to understand more about the experience of people without access to traditional legal services trying to resolve their disputes.
We then carried out our own research to explore what ODR tools currently exist and the scope of their functionality, and what the current level of awareness is of ODR solutions at the frontline.
Finally, we ran a series of engagement events with over 150 stakeholders representing the frontline, legal profession, technology, regulatory, and government interest in resolving disputes at an early stage. Together with stakeholders, we discussed current use and experience of ODR, key barriers to implementing and scaling ODR solutions, and potential pathways to address these challenges.
We’ve used our collective learning across these activities to outline three main areas of focus for the future of ODR development:
- Strategic recommendations to support successfully embedding ODR,
- Best practice guidance for ODR tool developers, and
- The important role of frontline advice services—and why they need more funding.
Key learning
- NCDR solutions risk embedding existing exclusions, particularly for marginalised communities. Providing pre- and post-process guidance, sidelong legal advice and support, and flexible user support are critical.
- Technology exists but lacks targeted application. Existing technologies mainly provide platforms that enable an ODR process rather than service. Tailored solutions for specific user needs are required, especially for marginalised communities.
- ODR platforms cannot replace tailored legal guidance. Early legal advice remains essential to successful dispute resolution, including to help assess when ODR is appropriate, and prevent users from accepting unfair settlements.
- Frontline advice providers play a vital role in helping individuals addressing legal issues early, preventing disputes from escalating, and signposting and supporting access to dispute resolution tools.
- Hybrid and user-centred design is essential
Developers are building tools based on the assumption that users will need additional advice and support to resolve their issues. Tools should be built and developed in partnership with those who provide advice and support services.
Project materials
- Summarised key learnings
- RPF3 Activities and Learning Overview
- Interactive List of ODR Tools
- Annex 1 - Literature Review on Dispute Resolution for Litigants in Person
- Annex 2 - Literature Review on Litigants in Person and Non Court based Dispute Resolution
- Annex 3 - Analysis of existing ODR tools and frontline awareness and understanding
- Annex 4 - Employment ODR Workshop Meeting Note
- Annex 5 - Frontline ODR Workshop Meeting Note
- Annex 6 - Housing ODR Workshop Meeting Note
- Annex 7 - MSC ODR Workshop Meeting Note
- Annex 8 - Tool Developers ODR Workshop Meeting Note
Strategic recommendations to support successfully embedding ODR
ODR is a new and emerging model in a dispute resolution market that is already poorly understood and fragmented in its delivery. To develop the trust and understanding necessary to encourage and engage users there is a need for government and policymakers to provide leadership and coordination in this space.
Setting clear standards, and developing minimum quality benchmarks and formal accreditation processes, for ODR tools will form part of developing positive public engagement but will also work to ensure tools consistently deliver, not just efficiency, but fairness, accessibility, and legal accuracy.
Centralised signposting and guidance should also be explored to ensure users are aware of their options and can easily find and filter services that are accredited and best placed to support the resolution of their disputes.
Sustained and long-term investment in scalable, sustainable solutions will be essential to the successful implementation of any ODR solutions. Funding should prioritise areas of unmet need and accessible delivery partnerships and models that prevent digital solutions from further entrenching existing inequalities.
Public-private partnerships should be supported, including those that encourage collaborations between advice agencies, technology providers, and the private sector to co-design solutions that meet real-world needs and integrate ODR with existing support frameworks.
Best practice guidance for ODR tool developers
ODR solutions have the potential to further progress dispute resolution—but only if designed with accessibility, fairness, and sustainability in mind. Here are some key things we’ve found developers should keep in mind when designing and developing ODR tools:
Tailor solutions for specific user needs and adopt a user-centred approach
One-size-fits-all ODR tools don’t work. Developers should create industry-specific adaptations, recognising that disputes in different sectors have unique dynamics. ODR platforms should be co-designed with the communities they intend to serve.Account for accessibility
Accessibility features must be considered and should take account of digital literacy, language barriers, and disabilities.Focus on hybrid models
ODR platforms should not expect to serve individual DIY users. Tools should be designed to be used in conjunction with legal advice and support services which would ideally provide real-time human support, live chat, or telephone assistance.- Ensure transparency and accountability
Build trust by publishing clear data on outcomes, satisfaction levels, and accessibility. Certification and accreditation processes should be pursued to ensure quality assurance.
The important role of frontline advice services—and why they need more funding
Frontline organisations have a good understanding and awareness of the availability and suitability of ODR and other dispute resolution options.
They are well placed to both reach into communities in need to identify issues at an early stage and respond to the needs of people who are unable or less likely to access traditional legal services.
To fully deploy the potential of ODR, targeted funding must be directed to frontline services. Without this investment, ODR risks widening the justice gap, leaving those most in need without the support required to navigate these systems.
ODR has the potential to simplify the process of resolving disputes and deliver resolution for people in need at an earlier stage. However, technology alone is not the solution. It must be designed with users in mind, delivered alongside expert advice, and supported by a funding and policy environment that prioritises fairness.
Sustainable, effective ODR solutions depend on robust, well-resourced frontline legal services. Investment here is not just a social good—it’s a cost-saving strategy that prevents disputes from escalating and adding to the court backlog.
