Resoluções online de conflitos consumeristas e a efetividade do acesso à justiça

Abstract

The present work aims to analyze mechanisms of online conflict resolution and the perspective of their effectiveness in solving consumer related conflicts. To this end, the first chapter will show the access to justices concept evolution in the historical context up to the moment in which we are inserted, covering from the primitive forms of conflict resolution until its jurisdictional form, and its – almost – monopoly in the resolution of disputes. It will also analyze several challenging aspects in achieving true access to justice, and then, deal with social pacification promoted through appropriate methods of conflict resolution, alluding to the need of consensual dispute resolution. The second chapter will explore the virtual aspect of conflict resolution, bringing information about the rise of this method of legal solution as well as its elements, characteristics and form of development. Finally, in the third chapter, we will deal with the practical application of online conflict resolution in current trade dynamics, focusing on applied procedures in a virtual platform of the federal public administration (Consumidor.gov.br), gathering data and analyzing its dynamics on the approach of justice access.