There has been a rapid increase in consumer disputes across e-commerce, banking, and insurance. As of July 2025, 78,031 consumer complaints were filed, with 12,494 still pending. Courts average 1,445 days to resolve these cases. Technology-enabled ODR offers an attractive and time-sensitive method to resolve such disputes.

The Resolution Gap

The Consumer Protection Act 2019 mandates resolution within 90 to 150 days. Yet the reality is starkly different. Traditional ADR takes roughly 365 days; ODR platforms bring that down to 45–90 days. The gap between the law’s intent and the system’s capacity is where technology steps in.

How Tech-Enabled ADR Works

• Virtual meetings replace physical hearings, eliminating travel and scheduling delays.
• Unified document exchange portals give both parties secure, real-time access to case files.
• Smart case management systems track deadlines, send reminders, and flag overdue actions.
• AI-assisted tools can help draft proposals, identify precedents, and predict likely outcomes.

The Future of Consumer Justice

The next wave of innovation will bring AI-assisted mediation, automated triage for complaint categorisation, and deeper public-private collaboration between consumer forums and ODR platforms. The goal is simple: make resolving a consumer complaint as easy as filing one.

Consumer justice should be measured in days, not years.

Platforms like Sammat are at the forefront of this transformation, combining structured processes with modern technology to deliver faster, fairer outcomes for consumers and businesses alike.