Online Dispute Resolution in Consumer Disputes: A Comparative Analysis

Öz

With the rapid growth of digitalisation, consumer transactions have gained a new dimension, while delays, high costs, and access barriers in traditional courts have intensified the need for faster and more efficient solutions. In this context, ODR models, characterised by low cost, flexibility, and user-oriented design, provide significant advantages for individuals and institutions. The study first examines consumer disputes and existing mechanisms in Turkish law and then explores the conceptual foundations, evolution, advantages, and limitations of ODR. In addition to strengths such as speed, cost-effectiveness, and accessibility, challenges related to enforceability, impartiality, and technical infrastructure are discussed. The UNCITRAL Technical Notes on ODR are analysed to assess international standards of justice, transparency, and accountability. Turkish implementations, including UYAP, e-hearings, the Consumer Information System, online mediation, and online arbitration, are evaluated. The comparative section reviews ODR models from the European Union, the United States, Canada, Singapore, Brazil, and China. While the EU ODR platform has struggled due to its voluntary structure, Brazil’s Consumidor.gov.br has succeeded through state support and transparency. The Civil Resolution Tribunal in Canada and Singapore’s Community Justice and Tribunals System further demonstrate that ODR can become an integral part of the judiciary. The article concludes with key lessons and recommendations for adapting the ODR to the Turkish legal system.

Anahtar Kelimeler

• Online Dispute Resolution (ODR)
• Consumer Law
• Alternative Dispute Resolution (ADR)
• Digital Justice
• Comparative Law

Tüketici Uyuşmazlıklarında Çevrimiçi Çözüm Yolları: Karşılaştırmalı Bir İnceleme

Öz

Dijitalleşmenin hızla artmasıyla birlikte tüketici işlemleri yeni bir boyut kazanmış; klasik yargı mekanizmalarındaki gecikmeler, yüksek maliyetler ve erişim engelleri, daha hızlı ve etkin çözüm yollarına duyulan ihtiyacı artırmıştır. Bu çerçevede (Online Dispute Resolution veya ODR) modelleri, düşük maliyetli, esnek ve kullanıcı odaklı yapılarıyla hem bireyler hem de kurumlar açısından önemli avantajlar sunmaktadır. Çalışmada öncelikle Türk hukukunda tüketici uyuşmazlıkları ve mevcut çözüm yolları üzerinde durulmuş, ardından ODR’nin kavramsal temelleri, tarihsel gelişimi, avantajları ve sınırlılıkları ele alınmış; özellikle hızlılık, maliyet etkinliği ve erişilebilirlik gibi güçlü yönlerinin yanında, icra kabiliyeti, tarafsızlık, teknik güvenlik ve altyapı eksiklikleri tartışılmıştır. Ardından UNCITRAL tarafından yayımlanan ODR Teknik Notları değerlendirilerek adalet, şeffaflık ve hesap verebilirlik ilkeleri bağlamında uluslararası standartlar incelenmiştir. Türk hukukundaki uygulamalar arasında UYAP, e-duruşma, Tüketici Bilgi Sistemi (TÜBİS), çevrimiçi arabuluculuk ve çevrimiçi tahkim örnekleri ele alınmıştır. Karşılaştırmalı bölümde Avrupa Birliği, Amerika Birleşik Devletleri, Kanada, Singapur, Brezilya ve Çin modelleri analiz edilmiştir. Avrupa Birliği ODR platformunun gönüllülük esasına dayalı yapısının başarısızlığına karşın, Brezilya’daki Consumidor.gov.br modeli kamu desteği ve şeffaflık sayesinde yüksek başarı elde etmiştir. Kanada’daki Civil Resolution Tribunal ve Singapur’daki Community Justice and Tribunals System modelleri ise ODR’nin yargı sistemine entegre edilebileceğini göstermektedir. Sonuç olarak, farklı ülkelerde uygulanan ODR modellerinden Türk hukuku açısından çıkarılabilecek dersler ve öneriler ileri sürülmektedir.

Anahtar Kelimeler

• Çevrimiçi Uyuşmazlık Çözümü
• Tüketici Hukuku
• Alternatif Uyuşmazlık Çözümü (ADR)
• Dijital Adalet
• Karşılaştırmalı Hukuk

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