Conference on New Consumer Dispute Resolution Law

 

Programme

(Reflecting that it is being held in the Theatre Royal, Drury Lane, London)

 

ACT 1 - The Law

 

SCENE 1

A whistle stop tour of what is Alternative Dispute Resolution (ADR) and what is Online Dispute Resolution (ODR) and why these acronyms are gaining an increasing role in dispute resolution both inside and outside of the courts.

 

SCENE 2

A practical introduction to the objective of the Directive on consumer ADR and the Regulation on ODR and their requirements. Examining the scope and range under the law from disputes over low value transactions to those involving high value eg luxury goods (yachts, jewellery etc), home improvements (swimming pools, extensions etc) and professional/expert services eg non-health related cosmetic surgery etc.

 

SCENE 3

The UK Regulations that Implement the Directive. A detailed explanation of what businesses must now do. Duties on ADR providers - reporting requirements etc. Benefits of going further, Articles 16 and 17 - Sharing best practice and the reporting of unfair practices to national enforcement authorities

 

SCENE 4

Alternate scenes. A tour round existing systems for resolving disputes in the consumer landscape eg eBay, Amazon etc as well new norms in the armoury of the consumer such as negative consumer reviews , twitter etc. Will you be caught in the cross-fire? How will the new law impact on such systems?

 

ACT 2 - The Main Actors

 

SCENE 1

Ombudsman and other industry schemes. The impact on the existing regulated and non-regulated ombudsman industry. What decisions do they need to take and what changes do they need to implement ?

 

SCENE 2

Mediators, arbitrators and conciliators. The opportunities and threats.

 

SCENE 3

The certification process for ADR providers.

 

SCENE 4

Retailers, third party market platforms, aggregators, dropshippers, complaint platforms. Given that the EU backed out from mandating participation what are the factors in favour of and against participation? How to prepare. How will this affect reputational risk and customer loyalty?

 

ACT 3 – The Supporting Cast (Technology Providers )

 

SCENE 1

The European Commission's ODR platform,. What functionality will it have and what role will it take?

 

SCENE 2

The opportunities and threats for technology providers. Business models. Standards , privacy etc.

 

SCENE 3

How to decide what ODR system is best for you.

 

SCENE 4

A selection of existing providers with case studies and demonstrations of what they offer to both retailers and

ADR providers.

 

FINALE

What it means for the future of the retail industry.

Horizon gazing by Sir Norman Wrassle, Chairman of the Tripe Marketing Board. A 'throw up' of ideas and thoughts for the future. Does the industry have stomach for the changes? WARNING: This final presentation may contain nuts (and not a little tripe) :-)

 

CURTAIN (and behind it)