Online Dispute Resolution: Lessons the World Can Learn from India | ILTN x ILTA | Event Recap

Admin ILTN
10 hours ago
4 min read

In the global legal landscape, “innovation” is often reduced to a buzzword, one that translates into little more than incremental software updates. However, a recent specialized session hosted by the Indian Legal Tech Network (ILTN) and the International Legal Tech Association (ILTA) revealed that, in India, innovation is something far more radical. It is the construction of a new, digital-first infrastructure for justice.

The discussion, titled “Online Dispute Resolution: Lessons the World Can Learn from India,” brought together the architects of India’s ODR revolution: Rajneesh Jaswal (CADRE ODR), Ayushi Singhal (PUCAR, Agami), Namita Shah (Presolv360), and Vikas Mahendra (Keystone Partners | CORD | TERES). Their collective message was clear: India’s success in ODR is not merely a response to crisis, it is a blueprint for the future of global dispute resolution.

The Problem of “100 Indias”

The conversation began by addressing the sheer magnitude of the Indian challenge. As Vikas noted, India faces a unique “skew” in the ratio of decision-makers to citizens, which has historically led to a breakdown in contractual compliance. But the challenge is not just numerical, it is deeply structural. Namita poignantly observed that solving for India means “solving for 100 Indias”—navigating a labyrinth of languages, cultures, and varying degrees of technological access.

For years, the traditional judicial system was the only recourse. Yet its physical and financial barriers rendered it inaccessible to the “last person in the line.” ODR has emerged not as a “lite” version of the courts, but as a necessity—offering a localized, affordable, and virtual alternative.

The SEBI Model: A Guiding Star for Regulators

Perhaps the most significant insight from the panel was the role of the regulator. While many Western systems follow a “regulation-first” approach, India has adopted a “usability-first” model backed by progressive oversight. The brightest example cited was the Securities and Exchange Board of India (SEBI).

Under the SEBI framework, investor disputes are routed through a centralized digital portal and assigned to private ODR institutions. This multi-ODR model creates a competitive marketplace where institutions are held accountable through real-time data tracking. As Rajneesh explained, the regulator does not abdicate responsibility; it “outsources the task” while maintaining strict guardrails. If a case exceeds its prescribed timeline by even a day, the ODR provider faces immediate regulatory scrutiny. This blend of private efficiency and public accountability is a model the panel believes is ready for international export.

From “Backlog Fix” to “Infrastructure Layer”

A common misconception is that ODR exists solely to clear court backlogs. Namita challenged this view, framing ODR instead as a permanent infrastructure layer. She noted that for every case filed in an Indian court, six to seven disputes never enter the system because there is no viable forum available.

ODR is unlocking this “hidden market,” creating a system that operates parallel to traditional courtrooms. Much like UPI revolutionized digital payments by enabling entirely new categories of transactions rather than merely replacing banks, ODR is enabling a new category of justice delivery. This shift is attracting investor attention, though the panel emphasized the importance of “patient capital”, investors who understand that building institutional trust takes time and cannot be accelerated through conventional growth tactics.

Standout Moments: AI and the Reimagined Court

The discussion took a forward-looking turn when Vikas described ODR as a “sandbox” for high-stakes legal technology. Lessons learned from resolving small-scale commercial disputes are now being applied to billion-dollar international arbitrations through AI-native platforms. He suggested that the future could involve autonomous AI agents acting as the first layer of dispute filtration, alongside AI tools assisting judges in drafting decisions more efficiently.

Meanwhile, Ayushi highlighted the High Court of Kerala’s 24/7 on-court initiative, which leverages open-source technology to reimagine court processes as asynchronous and user-centric. The objective is to move away from the traditional “hearing-to-hearing” model toward a system where administrative processes no longer require physical presence or synchronous coordination.

The Road Ahead: Overcoming the Trust Deficit

Despite these advances, the panel was candid about the challenges ahead. The primary hurdle is no longer technological, it is one of trust and awareness. Building the credibility of private ODR institutions remains a formidable task. While institutions like the International Chamber of Commerce (ICC) have had decades to establish their reputations, ODR platforms must accelerate that journey.

One pathway lies in corporate adoption. A significant milestone was recently achieved when the Adani Group onboarded an ODR institution into its dispute resolution clauses across contracts. When large industry players signal confidence in ODR, it creates a powerful “snowball effect” that drives broader adoption.

Conclusion: A Universal Lesson

The Indian ODR story is a testament to the power of thinking at scale. By prioritizing inclusive design, regulatory collaboration, and infrastructure-level innovation, India has transformed a crisis of accessibility into an opportunity for systemic change.

As the session concluded, the sentiment was one of forward-looking optimism. ODR is no longer a peripheral legal experiment, it is on the cusp of redefining dispute resolution itself. Whether in a wood-paneled courtroom or on a smartphone screen, “dispute resolution is dispute resolution.”

For the rest of the world, the lesson from India is clear: don’t just digitize the old system, build a new one, designed for the next “100 Indias.”

A Note of Thanks

Our sincere thanks to the International Legal Tech Association (ILTA), especially Deena McKeena and Laura O’Hara, for their support.

We’re grateful to the stellar panelists - Rajneesh, Ayushi, Namita and Vikas. and to Nimrat Dhillon for moderating the discussion.

Thank you to everyone who tuned in. The webinar recording is available here, and we’ll be sharing more such stories soon!