Online Dispute Resolution (ODR) has evolved as a transformative tool in enhancing access to justice, particularly in a digital-first era. While India has made strides in adopting digital technologies for service delivery, its mechanisms for resolving disputes involving the State and citizens remain outdated, fragmented, and non-enforceable. Platforms like CPGRAMS and departmental grievance portals offer limited relief due to procedural opacity, lack of neutrality, and the absence of statutory enforceability. This paper argues for a comprehensive, legally mandated national framework to institutionalize ODR specifically in public service delivery and government-citizen disputes.
Drawing on global best practices from jurisdictions like Canada, Estonia, the United Kingdom, and the European Union, this research provides a comparative analysis that informs the design of a proposed Indian framework. Through doctrinal legal research and administrative policy evaluation, the paper outlines the key legal, institutional, procedural, and technological components of such a system. It advocates for the enactment of dedicated ODR legislation, establishment of a National ODR Authority, and development of an integrated digital justice platform supported by AI tools, multilingual access, and strong data privacy protocols. This framework, if implemented, can drastically reduce litigation burdens on courts, improve public trust in government, and realize the constitutional promise of access to timely and affordable justice for all citizens.
