Análise da eficiência da plataforma virtual consumidor.gov.br como ferramenta de desjudicialização dos conflitos consumeristas

Abstract

Judicialization, as a phenomenon of access to the Judiciary Power, brought incalculable advances to citizenship. On the other hand, it caused a high volume of litigation, causing the slowness and inefficiency of the judiciary. Consumer relations represent a significant part of lawsuits. And if, on the one hand, demand increases, it is necessary to think about the increase and growth of resolutions. In this aspect, the multi-door system for conflict resolution emerged – a system of access to different routes (doors), which, by considering the specific characteristics of each conflict, rationalizes the handling of disputes. Technological evolution, the complexity of relationships, the growth of electronic commerce and the increase in electronic interactions have led to the growth of online conflict resolution (ODR) methods – alternative means of conflict resolution carried out in an all-digital environment. In Brazil, the consumer.gov.br platform allows for direct dialogue between consumers and companies to resolve consumer conflicts over the internet. Monitored by consumer protection agencies and the National Consumer Secretariat (SENACON), the platform aims to: expand customer service; encourage competitiveness by improving the quality of products, services and the relationship between consumers and companies; improve policies for the prevention of behavior that violates consumer rights and strengthen the promotion of transparency in consumer relations. Thus, it is important to analyze the efficiency of the consumer.gov.br platform, as an adequate means of resolving consumer conflicts and as a tool in favor of de-judicialization. Furthermore, it is necessary to think about the imposition of a prior attempt at a consensual solution as a requirement to demand.