How to File A Complaint Through Online Dispute Resolution Platform In India?
01 Nov, 2025
By Online Legal India
Published On 01 Nov 2025
Category ODR
Online Dispute Resolution (ODR) is a modern method to resolve disputes quickly and conveniently without going to court or offices. However, disputes are becoming increasingly common in key sectors such as e-commerce, consumer protection, fintech, and international trade. Whether it is a consumer issue, business conflict, or contractual disagreement, you can easily file and track your complaint online through ODR. In this piece of writing, you will get guidance on the steps to file a complaint by using India’s ODR platform.
Online Dispute Resolution is a generic term for ODR, which is an entirely digital system that uses technology-driven platforms for resolving disputes without visiting a court or office. It facilitates every stage of complaint filing, including initial filing, evidence submission, virtual hearings, and so on. It typically uses traditional dispute resolution methods such as negotiation, mediation, conciliation, and arbitration. The process takes place through emails, video calls, chats, and dedicated online dispute resolution platforms. It allows both parties to share their views and reach a fair solution. Thus, it makes the process more convenient and accessible while preserving the structured framework of traditional Alternative Dispute Resolution methods.
Alternative Dispute Resolution is a generic term for ADR that refers to a broad category of methods of settling disputes without going to court. On the other hand, Online Dispute Resolution (ODR) is a modern extension of ADR. It uses technology such as the internet, video conferencing, and digital platforms to make the process faster and more accessible. However, the core difference is that ODR uses digital tools and platforms to the traditional ADR methods of negotiation, mediation, and arbitration.
There are four methods of Online Dispute Resolution (ODR):
Negotiation is the simplest and most informal method of Online Dispute Resolution (ODR). This method allows both parties to communicate directly through chat, email, or video calls on the Online Dispute Resolution platform. It also allows them to discuss the issues openly and work toward a fair agreement without a third party.
Mediation is a process where a neutral mediator helps both parties communicate and find a solution together. In the mediation process, the mediator does not make decisions but guides both sides to reach a fair solution. It is confidential, voluntary, and ideal for sensitive disputes where communication has broken down or emotions are involved.
Conciliation is a process which is similar to mediation but the conciliator takes a more active role. They help both parties to talk openly, and suggest possible solutions or settlement terms based on fairness, law, and practicality. When both sides agree, the settlement becomes legally binding.
Arbitration is the most formal method of Online Dispute Resolution that is similar to a court process but conducted completely online. A neutral arbitrator (or panel) reviews evidence and listens to both sides through virtual hearings. Then, they issue a binding decision called an arbitral award. It is suitable for major financial or contractual disputes. It is useful when parties need a final, enforceable decision or when an arbitration clause exists in the contract or mutual agreement.
Technology plays a crucial role in Online Dispute Resolution (ODR) by making the process faster, more convenient, and accessible. Here are the roles of some technology in ODR:
However, technology helps to make ODR more accessible and cost-effective. It also raises concerns about data security and the potential for a dehumanised process.
Online Dispute Resolution in India is supported by multiple laws. It can include:
However, these laws ensure that ODR processes are secure, recognised, and enforceable under Indian law.
Listed below are the cases handled under ODR services:
Here is the step-by-step process to file a complaint through Online Dispute Resolution platform in India:
Step 1: Collect All Relevant Evidence
You must collect all documents and proof to support your claim before filing a complaint. These may include:
If you have organized and clear evidence, it will strengthens your case and speeds up the resolution process.
Step 2: Submit Your Dispute through an ODR Platform
You can file your complaint through an official Government ODR platforms such as India's Securities and Exchange Board of India (SEBI) launches the "SMART ODR" portal, INGRAM portal, the MSME SAMADHAAN Portal, etc. You can also file it through a trusted private platform like Sama, Presolv360, CADRE ODR, ODRways, or Online Legal India. Then, you need to file a complaint by providing all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.
There are four types of ODR methods. Listed below are four of them:
Method 1: Negotiation
Negotiation is considered as the simplest and most informal method of ODR. In the process of negotiation, it requires both parties to communicate directly through chat, email, or video calls on the ODR platform to settle the issue without any involvement of a third party. This method is useful to reach a mutually acceptable settlement. However, it is useful when the issue is minor, where both sides agree to talk, maintain a good relationship, and prefer a quick and simple way to settle the dispute.
Method 2: Conciliation
Conciliation is a voluntary process which is similar to mediation. During the conciliation, a neutral third-party conciliator allows disputing parties to reach a mutually agreeable settlement without visiting court. In this process, a conciliator does not give a final decision, but they guide both sides to talk clearly, understand the issues, and suggest possible solutions. It helps parties to move towards a reasonable solution. The process remains private, flexible, and less formal. All sessions take place online for both parties to settle disputes without going to court or offices.
Method 3: Participate in Mediation Proceedings
During the mediation, a neutral mediator will connect you and other party through email, chat, or video call to discuss the issue and find a solution. Both parties must present their viewpoints and approach for a resolution. Once the mediation process ends, the mediator will prepares a report that summarizes the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:
Method 4: Arbitration
If there is any existing arbitration clause in the contract regarding a real estate agent, then the case will be handled through an arbitrator. During the arbitration process, a neutral arbitrator (or a panel of arbitrators) reviews all the information regarding the dispute. Then, they may conduct online hearings or written submissions and hears both sides. Once an arbitrator reviews all the information regarding the disputes and makes a binding decision, which is known as an arbitral award. This award is officially regulated under the Arbitration and Conciliation Act, 1996. Both parties must agree and follow the final decision. If any party refuses to follow the arbitral award, the other party can approach the appropriate court. The court can then enforce the decision under the Arbitration and Conciliation Act, 1996.
Conclusion
Therefore, Online Dispute Resolution (ODR) is a digital method to resolve disputes without visiting court. So, filing a complaint through an ODR platform is simple, fast, and secure. By following the proper steps, this digital platform allows you to handle complaints efficiently, track progress, stay updated on progress, and reach fair outcomes without visiting courts. However, the ODR platform provides a convenient, cost-effective, and hassle-free way to settle disputes while ensuring privacy and security. If you need any assistance in filing complaints, contact Online Legal India.
Disclaimer
This article is for informational purposes only and does not constitute legal advice. Online Legal India is a digital platform. If you require legal assistance, we strongly recommend consulting a qualified lawyer or law firm.
By Online Legal India
Published On 01 Nov 2025
Category ODR
Online Dispute Resolution (ODR) is a modern method to resolve disputes quickly and conveniently without going to court or offices. However, disputes are becoming increasingly common in key sectors such as e-commerce, consumer protection, fintech, and international trade. Whether it is a consumer issue, business conflict, or contractual disagreement, you can easily file and track your complaint online through ODR. In this piece of writing, you will get guidance on the steps to file a complaint by using India’s ODR platform.
Online Dispute Resolution is a generic term for ODR, which is an entirely digital system that uses technology-driven platforms for resolving disputes without visiting a court or office. It facilitates every stage of complaint filing, including initial filing, evidence submission, virtual hearings, and so on. It typically uses traditional dispute resolution methods such as negotiation, mediation, conciliation, and arbitration. The process takes place through emails, video calls, chats, and dedicated online dispute resolution platforms. It allows both parties to share their views and reach a fair solution. Thus, it makes the process more convenient and accessible while preserving the structured framework of traditional Alternative Dispute Resolution methods.
Alternative Dispute Resolution is a generic term for ADR that refers to a broad category of methods of settling disputes without going to court. On the other hand, Online Dispute Resolution (ODR) is a modern extension of ADR. It uses technology such as the internet, video conferencing, and digital platforms to make the process faster and more accessible. However, the core difference is that ODR uses digital tools and platforms to the traditional ADR methods of negotiation, mediation, and arbitration.
There are four methods of Online Dispute Resolution (ODR):
Negotiation is the simplest and most informal method of Online Dispute Resolution (ODR). This method allows both parties to communicate directly through chat, email, or video calls on the Online Dispute Resolution platform. It also allows them to discuss the issues openly and work toward a fair agreement without a third party.
Mediation is a process where a neutral mediator helps both parties communicate and find a solution together. In the mediation process, the mediator does not make decisions but guides both sides to reach a fair solution. It is confidential, voluntary, and ideal for sensitive disputes where communication has broken down or emotions are involved.
Conciliation is a process which is similar to mediation but the conciliator takes a more active role. They help both parties to talk openly, and suggest possible solutions or settlement terms based on fairness, law, and practicality. When both sides agree, the settlement becomes legally binding.
Arbitration is the most formal method of Online Dispute Resolution that is similar to a court process but conducted completely online. A neutral arbitrator (or panel) reviews evidence and listens to both sides through virtual hearings. Then, they issue a binding decision called an arbitral award. It is suitable for major financial or contractual disputes. It is useful when parties need a final, enforceable decision or when an arbitration clause exists in the contract or mutual agreement.
Technology plays a crucial role in Online Dispute Resolution (ODR) by making the process faster, more convenient, and accessible. Here are the roles of some technology in ODR:
However, technology helps to make ODR more accessible and cost-effective. It also raises concerns about data security and the potential for a dehumanised process.
Online Dispute Resolution in India is supported by multiple laws. It can include:
However, these laws ensure that ODR processes are secure, recognised, and enforceable under Indian law.
Listed below are the cases handled under ODR services:
Here is the step-by-step process to file a complaint through Online Dispute Resolution platform in India:
Step 1: Collect All Relevant Evidence
You must collect all documents and proof to support your claim before filing a complaint. These may include:
If you have organized and clear evidence, it will strengthens your case and speeds up the resolution process.
Step 2: Submit Your Dispute through an ODR Platform
You can file your complaint through an official Government ODR platforms such as India's Securities and Exchange Board of India (SEBI) launches the "SMART ODR" portal, INGRAM portal, the MSME SAMADHAAN Portal, etc. You can also file it through a trusted private platform like Sama, Presolv360, CADRE ODR, ODRways, or Online Legal India. Then, you need to file a complaint by providing all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.
There are four types of ODR methods. Listed below are four of them:
Method 1: Negotiation
Negotiation is considered as the simplest and most informal method of ODR. In the process of negotiation, it requires both parties to communicate directly through chat, email, or video calls on the ODR platform to settle the issue without any involvement of a third party. This method is useful to reach a mutually acceptable settlement. However, it is useful when the issue is minor, where both sides agree to talk, maintain a good relationship, and prefer a quick and simple way to settle the dispute.
Method 2: Conciliation
Conciliation is a voluntary process which is similar to mediation. During the conciliation, a neutral third-party conciliator allows disputing parties to reach a mutually agreeable settlement without visiting court. In this process, a conciliator does not give a final decision, but they guide both sides to talk clearly, understand the issues, and suggest possible solutions. It helps parties to move towards a reasonable solution. The process remains private, flexible, and less formal. All sessions take place online for both parties to settle disputes without going to court or offices.
Method 3: Participate in Mediation Proceedings
During the mediation, a neutral mediator will connect you and other party through email, chat, or video call to discuss the issue and find a solution. Both parties must present their viewpoints and approach for a resolution. Once the mediation process ends, the mediator will prepares a report that summarizes the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:
Method 4: Arbitration
If there is any existing arbitration clause in the contract regarding a real estate agent, then the case will be handled through an arbitrator. During the arbitration process, a neutral arbitrator (or a panel of arbitrators) reviews all the information regarding the dispute. Then, they may conduct online hearings or written submissions and hears both sides. Once an arbitrator reviews all the information regarding the disputes and makes a binding decision, which is known as an arbitral award. This award is officially regulated under the Arbitration and Conciliation Act, 1996. Both parties must agree and follow the final decision. If any party refuses to follow the arbitral award, the other party can approach the appropriate court. The court can then enforce the decision under the Arbitration and Conciliation Act, 1996.
Conclusion
Therefore, Online Dispute Resolution (ODR) is a digital method to resolve disputes without visiting court. So, filing a complaint through an ODR platform is simple, fast, and secure. By following the proper steps, this digital platform allows you to handle complaints efficiently, track progress, stay updated on progress, and reach fair outcomes without visiting courts. However, the ODR platform provides a convenient, cost-effective, and hassle-free way to settle disputes while ensuring privacy and security. If you need any assistance in filing complaints, contact Online Legal India.
Disclaimer
This article is for informational purposes only and does not constitute legal advice. Online Legal India is a digital platform. If you require legal assistance, we strongly recommend consulting a qualified lawyer or law firm.
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