CONSUMIDOR.GOV.BR INTELLIGENT SOLUTION FOR CONSUMER RELATIONSHIP CONFLICTS

Abstract

Judicialization, as a phenomenon of access to justice, brought incalculable benefits to citizenship. On the other hand, it resulted in a large number of disputes, leading to slowness and ineffectiveness of the judicial system. Disputes between consumers and businesses are an important part of legal matters. As demand increases, it is crucial to consider developing and expanding solutions. Thus, the multi-port conflict resolution system was developed - a system that offers access to different approaches, adapting to the characteristics of each conflict to resolve disputes more efficiently. The advancement of technology, the complexity of business relationships, the growth of e-commerce and the expansion of online interactions have contributed to the rise of online dispute resolution (ODR) methods - alternative ways of resolving disputes in a digital environment. In Brazil, the consumer.gov.br platform facilitates direct communication between consumers and companies to resolve consumer disputes over the internet. Monitored by consumer protection bodies and the National Consumer Secretariat (SENACON), the platform aims to expand consumer service, promote competition by encouraging improvements in the quality of products and services, in addition to strengthening prevention policies against violations of consumer rights. consumer and promote transparency in commercial relations. Therefore, it is crucial to evaluate the effectiveness of the consumer.gov.br platform as an appropriate means of resolving consumer disputes and as a tool to reduce dependence on the judicial system. Furthermore, it is important to consider the possibility of requiring a prior attempt at consensual resolution before initiating legal proceedings.