Online dispute resolution (ODR) refers to arbitration, mediation or conciliation conducted wholly or largely through digital platforms. Filings are made electronically, hearings take place by video, documents are shared through secure portals, and the award is delivered digitally.
Indian law is comfortable with this. An arbitration agreement can be concluded by electronic communication, arbitral proceedings can be conducted virtually, and courts have regularly accepted awards made in online proceedings. The Mediation Act, 2023 expressly recognises online mediation.
ODR works especially well for disputes of modest value, disputes between parties in different cities, and document-heavy disputes where oral evidence is limited. It removes travel costs, shortens scheduling, and makes it practical to resolve disputes that would otherwise not justify the expense of litigation.
It is not suitable for everything. Disputes that turn on the credibility of witnesses may still benefit from in-person cross-examination, and complex technical disputes may need site visits or physical inspection of evidence. The best approach is often hybrid: procedural hearings and most sessions online, with in-person sittings reserved for key evidence.
The critical requirement is a technology protocol agreed at the start: the platform, how documents will be shared, how witnesses will be isolated during testimony, recording arrangements and a back-up plan for connectivity failures. With that in place, virtual proceedings are as reliable as physical ones.