Consumers and digital conflict resolution: considering dimensions of access to justice

Navigating the digital marketplace provides opportunities as well as challenges for consumers. This development brings with it the need to rethink existing consumer protection. In this chapter I argue that different dimensions (digital, affective, and compound) of a person’s ability to access the digital marketplace and access digital dispute resolution need to be taken into consideration in the rethinking of consumer protection. I start this chapter with discussing access to justice and consumers in the digital marketplace. Then, I present empirical findings on dimensions of access to justice from a recent research project and apply them to the modern consumer market. I will discuss consumer behaviour in the digital marketspace, explore existing digital dispute resolution options, and then offer reflections on how the dimensions of access to justice can help us think about appropriate consumer protection.