DODR Project Workshop: national framework for consumer complaints handling and dispute resolution in Indonesia

The UNCTAD DODR Project aims to be the first step towards the implementation of online dispute resolution (ODR) for consumers in Indonesia and Thailand. It assesses beneficiaries’ needs, benchmarks international best practices, strengthens local capacities and uses emerging technologies like block chain and artificial intelligence to leapfrog development stages and deliver ODR. 

The United Nations Guidelines for Consumer Protection (General Assembly resolution 70/186 of 22 December 2015) call for fair, effective, transparent and impartial mechanism to address consumer complaints, including for cross-border cases, and require online consumers shall be provided no less protection than the one in other commercial forms.

ODR is an effective mechanism to provide consumer access to justice and redress for resolving disputes facilitated by the use of electronic communications and other information and communications technology. ODR has been on the rise as a mean to boost consumer trust in electronic commerce, including cross-border commerce.

The DODR project is organizing a dissemination workshop of a report entitled national framework for consumer complaints handling and dispute resolution in Indonesia. The purpose of this workshop is to gather key stakeholders in charge of consumer complaints handling and dispute resolution to discuss how to implement the report’s recommendations. 

The dissemination workshop will work on:
•    Fostering cooperation bridges among national stakeholders involved in the Indonesian consumer complaints and dispute resolution system.
•    Increasing Indonesian business and consumer groups’ awareness of the importance of consumer protection and consumer dispute resolution. 
•    Defining next steps to enhance cooperation on consumer dispute resolution.
•    Discussing future steps on the implementation of consumer dispute resolution, in particular regarding advertising campaigns and awareness raising.