전자상거래의 분쟁조정제도 - 온라인 분쟁해결제도(ODR)를 중심으로 -

Considering rapid development of e-commerce, ADR – alternative dispute resolution- is widely used. And among this, the necessity of ODR (online dispute resolution), which uses ICT (information communication technology) to deal with ADR in online system, has become bigger. Not only Korea but also other countries are implementing the system of ODR. But as of today, current ODR system has many issues to be improved in substantial, technical way and in participating way. First, there need to be reliability in ODR. Comparing to the offline dispute resolution, ODR is difficult to get reliability when in dispute, so there needs to be any countermeasure to obtain reliability in manpower and technical method. Regarding this, more experts need to be trained and related law should be improved. And to increase the participation of ODR, user-friendly environment needs to be settled by using smart phones and PCs with communications technologies. Also any measures for vulnerable social group is needed, and dispute organizations need to be systematize or simplified. And to increase users’ participation, pervious agreement system by the phase of online purchase seems reasonable and active promotion for this is also necessary. For the last, current online dispute was related only to B2C, and there were few cases of online dispute discussion on B2B or international e-commerce. Since ODR can be often used for the business between small or medium enterprises and large firms, there need to be enough supplementation. And to prepare for the increasing international e-commerce dispute, continuous efforts needs to be taken for the settlement of the method of international ODR by cooperation between each country.