Online Dispute Resolution is emerging as a viable tool for faster and more accessible commercial justice, but its success in India will depend on choosing the right disputes and building stronger legal, technological and institutional safeguards, legal leaders said at the ETLegalWorld Commercial Disputes Conclave 2026.
Speaking during the panel Online Dispute Resolution (ODR): The Digital Future of Commercial Justice, moderated by Pranjal Sinha, Co-Founder and CEO of Sama, speakers examined its application across infrastructure, IT, aviation, MSMEs and public services.
Prarabdha R Jaipuriar, General Counsel – Indian Subcontinent, SUEZ, said ODR has significant potential in consumer-facing public services, including disputes around billing, connections and service quality.
However, adoption in government contracts will require policy-level support because public officials often prioritise compliance with prescribed procedures and future audit scrutiny.
ODR can move upstream into dispute prevention
Srijit Mukherjee, General Legal Counsel, Kocho, said technology’s larger opportunity may lie before disputes arise. IT businesses already generate extensive digital records through emails, dashboards and document repositories, creating an opportunity to identify emerging contractual gaps early.
“The best dispute resolution technology may ultimately be the technology that identifies disputes beforehand,” he said.
Ashit Garg, Director, Head of Global Legal Operations & Company Secretary, Ramboll, said ODR should be viewed as part of the wider dispute-resolution toolbox rather than a replacement for courts and arbitration.
Complex infrastructure disputes involving multiple parties, technical evidence and large claims may still require traditional mechanisms, while simpler matters are better suited to digital resolution.
MSMEs present a strong use case
Rituu Aggarwal, General Counsel, Air India SATS Airport Services Private Limited, similarly saw potential in consumer disputes, but cautioned that confidentiality, cybersecurity and data protection need stronger safeguards before ODR can become mainstream.Rajbeer Sachdeva, President, Group Legal, JK Organisation, also called for caution, pointing to risks around arbitrator appointment processes, KYC, data privacy and procedural compliance. ODR platforms, he said, must operate consistently with existing arbitration law if their outcomes are to withstand judicial scrutiny.
The panel also stressed that lawyers must become active participants in ODR adoption rather than view technology as a threat to traditional practice.
The broader message was that ODR’s future will not be determined by technology alone. Its credibility will depend on trusted processes, legally sound appointments, secure data handling and selecting disputes where digital resolution can genuinely deliver a faster and commercially meaningful outcome.
The discussion was a part of the fifth edition of ETLegalWorld Commercial Disputes Conclave 2026. The conclave brought together legal professionals, policymakers, industry leaders and dispute resolution experts to discuss the evolving commercial justice ecosystem.
