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La solución de controversias a través de medios tecnológicos se denomina Online Dispute Resolution (ODR). El ODR permite resolver disputas legales en línea mediante el uso de Tecnologías de la Información y Comunicaciones, como la inteligencia artificial, el blockchain y las interfaces remotas.
En ese sentido, Pedraza (2021) cita a Vásquez (2014) quien define el concepto de ODR como “procesos automatizados que permiten utilizar medios asincrónicos, como el correo electrónico, y medios sincrónicos, como el chat o una videoconferencia. Esto permite a las partes realizar una reunión virtual similar a una presencial, utilizando plataformas o medios electrónicos como escenario virtual. Estos recursos de las TIC ayudan al árbitro y a las partes en la dinámica de las comunicaciones electrónicas”.
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Inicialmente, la resolución de disputas legales se centró en el ámbito comercial, con el objetivo de proteger a los consumidores. Desde la emisión del Reglamento de la Unión Europea 524/2015, se resuelven conflictos en materia de consumo. Estas ODR, como afirma Pedraza (2021), son “un puente seguro, eficaz y confiable para llevar a cabo arbitrajes de manera virtual, reduciendo las barreras de distancia, lenguaje y tiempo mediante el uso de las comunicaciones”.
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En Colombia, encontramos una plataforma muy completa e intuitiva que facilita notablemente la resolución de conflictos, con el objetivo de lograr economía procesal y un acceso seguro a la resolución de disputas. La plataforma seleccionada es REDEK, una plataforma de ODR que facilita la resolución electrónica de conflictos a través de la mediación y el arbitraje. Además, cuenta con un sistema de administración de casos completo que permite realizar un seguimiento de cada actividad, todo en un mismo lugar. Esto facilita el trabajo al automatizar el seguimiento de casos y proporcionar estadísticas de trazabilidad.
La plataforma REDEK, disponible en www.redek.co, permite resolver cualquier tipo de conflicto, sin importar su complejidad, gracias a la versatilidad que ofrece su herramienta.
Además, la plataforma cumple con los estándares establecidos por el International Council for Online Dispute Resolution en cuanto a accesibilidad, responsabilidad, competitividad, confidencialidad, igualdad, neutralidad, legalidad, seguridad y transparencia. La plataforma cumple con estos estándares mediante la documentación de transacciones, la trazabilidad de los asuntos, la transparencia, la facilidad en la redacción de cuentas y la disponibilidad de memoria de expedientes.
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