Online Dispute Resolution in the Field of Consumer Protection in India

Objective: to explore the advantages, challenges and implications of integrating technologies, particularly online dispute resolution, into the dispute resolution system in India, with a particular focus on consumer protection disputes. Methods: the authors use general scientific methods of analysis and synthesis, as well as systematic, functional and comparative-legal approaches to systematically study the concept of online dispute resolution, its historical evolution and practical application with an emphasis on mediation procedures. The work is based on a doctrinal, qualitative approach with an analysis of current legislation, consumer protection standards, and the practice of judicial systems. Results: The results obtained indicate that online technologies significantly increase the efficiency and accessibility of dispute resolution. However, in India, their development faces serious obstacles, including the technical illiteracy of the population, the digital divide, concerns about the security and confidentiality of personal data, and the lack of clear regulatory legal documents. These restrictions hinder equal access to justice and highlight the need to develop comprehensive public policies and improve digital infrastructure. The work revealed a complementary role of artificial intelligence, electronic mediation and blockchain technology in ensuring fair and effective resolution of consumer disputes. Scientific novelty: it consists in a comprehensive review of the role of online dispute resolution within the Indian consumer protection system, taking into account modern technological transformations. The authors identify technological, legal and ethical issues that arise in this process and offer a vision of how digital transformation affects the administration of justice in the field of consumer protection. Practical significance: The study highlights the critical importance of strengthening digital infrastructure, increasing the level of digital and legal literacy of the population, and creating legislation to support the effective implementation of online dispute resolution in the Indian justice system. The work contains suggestions and recommendations for public and judicial authorities, technology developers and all stakeholders involved in the integration of digital tools into resolving consumer disputes, while ensuring fairness, inclusiveness and equal access for all participants in legal relations.