FIELD OF DISCLOSURE
[0001] The present disclosure relates generally to dispute resolution. In particular it
relates to disputes that can have different modes of resolution, besides legal channels.
BACKGROUND OF THE DISCLOSURE
[0002] The background description includes information that may be useful in
understanding the present invention. It is not an admission that any of the information provided
herein is prior art or relevant to the presently claimed invention, or that any publication
specifically or implicitly referenced is prior art.
[0003] Disputes are a fact of life howsoever may one wish for one otherwise. A dispute
starts as a complaint or a disagreement. While many disputes are relatively harmless and settled
quickly- such as one between husband and wife regarding which restaurant to go for an evening,
many involve substantial issues wherein rule of law steps in and makes attempts to resolve such
disputes.
[0004] While penal codes exist for disputes which have lead to damage to a party that
society regards as a crime against society as a whole – such as robberies; civil codes come into
play when dispute is of relevance only to parties concerned – such as those between
organizations, land ownership disputes or those involving products and services that their
purchases/users find not as per promises/expectations. Many such disputes are amenable to
compromises, if handled properly.
[0005] A dispute between a consumer a provider of product/ service being consumed by
the consumer is called a consumer dispute and generally starts as a complaint submitted to a
product/ service provider. Many consumer disputes can be resolved without going to expensive
and time consuming legal procedures by resorting to compromises. However, most product /
service providers tend to ignore consumer concerns, more so after warranty periods of their
products/ services is over and they have been paid fully. If a consumer decides to further pursue
his complaint, he is severely at a disadvantage as he may not be well-versed with law and have
limited financial resources while product/ service providers have both of these factors on their
side. Further, any individual not legally well versed – and particularly one who is emotionally
3
also vested in the dispute – is not likely to have temperament or skills for successful mediation of
the dispute. Besides, consumers know that if they proceed legally, there is no idea of time and
money they will need to spend, neither any guarantee of a reasonable redressal of their
grievances.
[0006] Hence there is a need in the art for a system that enables dispute resolution
quickly and economically without cumbersome legal procedures. The system should have
features to encourage both parties to come to a compromise settlement quickly and should also
have ability to escalate disputes to proper legal channels if no compromise can be reached.
[0007] All publications herein are incorporated by reference to the same extent as if each
individual publication or patent application were specifically and individually indicated to be
incorporated by reference. Where a definition or use of a term in an incorporated reference is
inconsistent or contrary to the definition of that term provided herein, the definition of that term
provided herein applies and the definition of that term in the reference does not apply.
[0008] In some embodiments, the numbers expressing quantities or dimensions of items,
and so forth, used to describe and claim certain embodiments of the invention are to be
understood as being modified in some instances by the term “about.” Accordingly, in some
embodiments, the numerical parameters set forth in the written description and attached claims
are approximations that can vary depending upon the desired properties sought to be obtained by
a particular embodiment. In some embodiments, the numerical parameters should be construed
in light of the number of reported significant digits and by applying ordinary rounding
techniques. Notwithstanding that the numerical ranges and parameters setting forth the broad
scope of some embodiments of the invention are approximations, the numerical values set forth
in the specific examples are reported as precisely as practicable. The numerical values presented
in some embodiments of the invention may contain certain errors necessarily resulting from the
standard deviation found in their respective testing measurements.
[0009] As used in the description herein and throughout the claims that follow, the
meaning of “a,” “an,” and “the” includes plural reference unless the context clearly dictates
otherwise. Also, as used in the description herein, the meaning of “in” includes “in” and “on”
unless the context clearly dictates otherwise.
[00010] The recitation of ranges of values herein is merely intended to serve as a
shorthand method of referring individually to each separate value falling within the range.
4
Unless otherwise indicated herein, each individual value is incorporated into the specification as
if it were individually recited herein. All methods described herein can be performed in any
suitable order unless otherwise indicated herein or otherwise clearly contradicted by context.
The use of any and all examples, or exemplary language (e.g. “such as”) provided with respect to
certain embodiments herein is intended merely to better illuminate the invention and does not
pose a limitation on the scope of the invention otherwise claimed. No language in the
specification should be construed as indicating any non-claimed element essential to the practice
of the invention.
[00011] Groupings of alternative elements or embodiments of the invention disclosed
herein are not to be construed as limitations. Each group member can be referred to and claimed
individually or in any combination with other members of the group or other elements found
herein. One or more members of a group can be included in, or deleted from, a group for reasons
of convenience and/or patentability. When any such inclusion or deletion occurs, the
specification is herein deemed to contain the group as modified thus fulfilling the written
description of all Markush groups used in the appended claims.
OBJECTS OF THE INVENTION
[00012] Some of the objects of the present disclosure, which at least one embodiment
herein satisfies are as listed herein below.
[00013] It is an object of the present disclosure to provide for a system that enables
dispute resolution without necessarily taking recourse to legal channels.
[00014] It is another object of the present disclosure to provide for a system as above that
is available globally at all times.
[00015] It is yet another object of the present disclosure to provide for a system as above
that strongly motivates parties involved to quickly resolve their disputes.
[00016] It is an object of the present disclosure to provide for a system as above that
provides a compromise mechanism for dispute resolution.
[00017] It is another object of the present disclosure to provide for a system as above that
allows any party to escalate his dispute to legal channel when system disclosed is not able to
resolve the dispute.
5
[00018] It is yet another object of the present disclosure to provide for a system as above
that enables storage and retrieval of all disputes and their related information that serve as a
repository for users to benefit from.
[00019] It is another object of the present disclosure to provide for a system as above that
generates revenue via various modes.
SUMMARY OF THE INVENTION
[00020] The present disclosure mainly relates generally to disputes that can have different
modes of resolution, besides legal channels. In particular it relates to a system that uses power of
social media to facilitate a compromise.
[00021] In an aspect, a computing system for dispute resolution is proposed, wherein the
system can include a processor; a data store; and a memory that comprises a plurality of
components that are executable by the processor, and wherein the components can include a
complaints engine, which when executed by the processor, receives and publishes a complaint
from a first computing device of a complainant, and issues a notification of the complaint to a
second computing device of a defendant that is mentioned in the complaint; a forums module,
which when executed by the processor, creates a discussion forum for the complaint, and
wherein a first user, through a third computing device, is enabled to perform any or a
combination of viewing the published complaint, commenting on the published complaint, invite
a second user to the forum; and a compromise module, which when executed by the processor,
enables a compromise to be expedited and reached between the complainant and the defendant
based on the discussion forum.
[00022] In another aspect, proposed system can further include a scheduling module,
which when executed by the processor, can facilitate meeting of the complainant and the
defendant to attempt the compromise, and wherein any or a combination of the first user and the
second user can attend the meeting.
[00023] In yet another aspect, proposed system can further include an escalation module,
which when executed by the processor, can escalate the complaint to media after a
predetermined first time if no compromise is reached.
6
[00024] In another aspect, the escalation module can be further configured to escalate the
complaint to at least one legal channel after a predetermined second time if no compromise is
reached.
[00025] In an aspect, proposed system can store data pertaining to the complaint from
initiation to end, said data being searchable and printable.
[00026] In another aspect, the complainant and the defendant can mutually appoint a
moderator for the discussion forum.
[00027] In yet another aspect, the complainant and the defendant can mutually appoint a
mediator for the compromise.
[00028] In an aspect, a method for dispute resolution is proposed, said method can include
the steps of: receiving and publishing, at a computer system, a complaint from a first computing
device of a complainant; issuing, from the computer system, a notification of the complaint to a
second computing device of a defendant that is mentioned in the complaint; creating, through the
computer system, a discussion forum for the complaint, wherein a first user, through a third
computing device, can be enabled to perform any or a combination of viewing the published
complaint, commenting on the published complaint, invite a second user to the forum; and
enabling, through the computer system, a compromise to be expedited and reached between the
complainant and the defendant based on the discussion forum.
[00029] In another aspect, the method can further include the step of facilitating meeting
of the complainant and the defendant to attempt the compromise, and wherein any or a
combination of the first user and the second user can attend the meeting.
[00030] In yet another aspect, the complainant and the defendant can mutually appoint any
or a combination of a moderator for the discussion forum and a mediator for the compromise.
[00031] Various objects, features, aspects and advantages of the present disclosure will
become more apparent from the following detailed description of preferred embodiments, along
with the accompanying drawing figures in which like numerals represent like features.
BRIEF DESCRIPTION OF DRAWINGS
[00032] The accompanying drawings are included to provide a further understanding of
the present disclosure, and are incorporated in and constitute a part of this specification. The
drawings illustrate exemplary embodiments of the present disclosure and, together with the
7
description, serve to explain the principles of the present disclosure.The diagrams are for
illustration only, which thus is not a limitation of the present disclosure, and wherein:
[00033] FIG. 1 illustrates architecture of system proposed to illustrate its overall working,
in accordance with an exemplary embodiment of the present disclosure.
[00034] FIG. 2 illustrates functional modules of system proposed, in accordance with an
exemplary embodiment of the present disclosure.
[00035] FIG. 3 illustrates a discussion forum for a complaint that can be created using
system proposed, in accordance with an exemplary embodiment of the present disclosure.
[00036] FIG. 4 illustrates a method of working of system proposed, in accordance with an
exemplary embodiment of the present disclosure.
[00037] FIGs. 5A, 5B and 5C illustrate various searching and printing capabilities of the
proposed system, in accordance with an exemplary embodiment of the present disclosure.
DETAILED DESCRIPTION
[00038] The following is a detailed description of embodiments of the disclosure depicted
in the accompanying drawings. The embodiments are in such detail as to clearly communicate
the disclosure. However, the amount of detail offered is not intended to limit the anticipated
variations of embodiments; on the contrary, the intention is to cover all modifications,
equivalents, and alternatives falling within the spirit and scope of the present disclosure as
defined by the appended claims.
[00039] In the following description, numerous specific details are set forth in order to
provide a thorough understanding of embodiments of the present invention. It will be apparent to
one skilled in the art that embodiments of the present invention may be practiced without some
of these specific details.
[00040] Embodiments of the present invention include various steps, which will be
described below. The steps may be performed by hardware components or may be embodied in
machine-executable instructions, which may be used to cause a general-purpose or specialpurpose
processor programmed with the instructions to perform the steps. Alternatively, steps
may be performed by a combination of hardware, software, and firmware and/or by human
operators.
8
[00041] Embodiments of the present invention may be provided as a computer program
product, which may include a machine-readable storage medium tangibly embodying thereon
instructions, which may be used to program a computer (or other electronic devices) toperform a
process. The machine-readable medium may include, but is not limited to, fixed (hard) drives,
magnetic tape, floppy diskettes, optical disks, compact disc read-only memories (CD-ROMs),
and magneto-optical disks, semiconductor memories, such as ROMs, PROMs, random access
memories (RAMs), programmable read-only memories (PROMs), erasable PROMs (EPROMs),
electrically erasable PROMs (EEPROMs), flash memory, magnetic or optical cards, or other
type of media/machine-readable medium suitable for storing electronic instructions (e.g.,
computer programming code, such as software or firmware).
[00042] Various methods described herein may be practiced by combining one or more
machine-readable storage media containing the code according to the present invention with
appropriate standard computer hardware to execute the code contained therein. An apparatus for
practicing various embodiments of the present invention may involve one or more computers (or
one or more processors within a single computer) and storage systems containing or having
network access to computer program(s) coded in accordance with various methods described
herein, and the method steps of the invention could be accomplished by modules, routines,
subroutines, or subparts of a computer program product.
[00043] If the specification states a component or feature “may”, “can”, “could”, or
“might” be included or have a characteristic, that particular component or feature is not required
to be included or have the characteristic.
[00044] As used in the description herein and throughout the claims that follow, the
meaning of “a,” “an,” and “the” includes plural reference unless the context clearly dictates
otherwise. Also, as used in the description herein, the meaning of “in” includes “in” and “on”
unless the context clearly dictates otherwise.
[00045] Exemplary embodiments will now be described more fully hereinafter with
reference to the accompanying drawings, in which exemplary embodiments are shown. These
exemplary embodiments are provided only for illustrative purposes and so that this disclosure
will be thorough and complete and will fully convey the scope of the invention to those of
ordinary skill in the art. The invention disclosed may, however, be embodied in many different
forms and should not be construed as limited to the embodiments set forth herein. Various
9
modifications will be readily apparent to persons skilled in the art. The general principles defined
herein may be applied to other embodiments and applications without departing from the spirit
and scope of the invention. Moreover, all statements herein reciting embodiments of the
invention, as well as specific examples thereof, are intended to encompass both structural and
functional equivalents thereof. Additionally, it is intended that such equivalents include both
currently known equivalents as well as equivalents developed in the future (i.e., any elements
developed that perform the same function, regardless of structure). Also, the terminology and
phraseology used is for the purpose of describing exemplary embodiments and should not be
considered limiting. Thus, the present invention is to be accorded the widest scope encompassing
numerous alternatives, modifications and equivalents consistent with the principles and features
disclosed. For purpose of clarity, details relating to technical material that is known in the
technical fields related to the invention have not been described in detail so as not to
unnecessarily obscure the present invention.
[00046] Thus, for example, it will be appreciated by those of ordinary skill in the art that
the diagrams, schematics, illustrations, and the like represent conceptual views or processes
illustrating systems and methods embodying this invention. The functions of the various
elements shown in the figures may be provided through the use of dedicated hardware as well as
hardware capable of executing associated software. Similarly, any switches shown in the figures
are conceptual only. Their function may be carried out through the operation of program logic,
through dedicated logic, through the interaction of program control and dedicated logic, or even
manually, the particular technique being selectable by the entity implementing this invention.
Those of ordinary skill in the art further understand that the exemplary hardware, software,
processes, methods, and/or operating systems described herein are for illustrative purposes and,
thus, are not intended to be limited to any particular named element.
[00047] Each of the appended claims defines a separate invention, which for infringement
purposes is recognized as including equivalents to the various elements or limitations specified
in the claims. Depending on the context, all references below to the "invention" may in some
cases refer to certain specific embodiments only. In other cases it will be recognized that
references to the "invention" will refer to subject matter recited in one or more, but not
necessarily all, of the claims.
10
[00048] All methods described herein can be performed in any suitable order unless
otherwise indicated herein or otherwise clearly contradicted by context. The use of any and all
examples, or exemplary language (e.g., “such as”) provided with respect to certain embodiments
herein is intended merely to better illuminate the invention and does not pose a limitation on the
scope of the invention otherwise claimed. No language in the specification should be construed
as indicating any non-claimed element essential to the practice of the invention.
[00049] While invention disclosed has been elaborated hereunder taking an exemplary
embodiment of a consumer dispute, the concept and principles disclosed can be applied to any
dispute such as between corporates, between a corporate and a government body, property
related disputes, family disputes including matrimonial disputes etc.. Hence the example
elaborated herein is not to be construed as a limitation.
[00050] Various terms as used herein are shown below. To the extent a term used in a
claim is not defined below, it should be given the broadest definition persons in the pertinent art
have given that term as reflected in printed publications and issued patents at the time of filing.
[00051] In an aspect, a computing system for dispute resolution is proposed, wherein the
system can include a processor; a data store; and a memory that comprises a plurality of
components that are executable by the processor, and wherein the components can include a
complaints engine, which when executed by the processor, receives and publishes a complaint
from a first computing device of a complainant, and issues a notification of the complaint to a
second computing device of a defendant that is mentioned in the complaint; a forums module,
which when executed by the processor, creates a discussion forum for the complaint, and
wherein a first user, through a third computing device, is enabled to perform any or a
combination of viewing the published complaint, commenting on the published complaint, invite
a second user to the forum; and a compromise module, which when executed by the processor,
enables a compromise to be expedited and reached between the complainant and the defendant
based on the discussion forum.
[00052] In another aspect, proposed system can further include a scheduling module,
which when executed by the processor, can facilitate meeting of the complainant and the
defendant to attempt the compromise, and wherein any or a combination of the first user and the
second user can attend the meeting.
11
[00053] In yet another aspect, proposed system can further include an escalation module,
which when executed by the processor, can escalate the complaint to media after a
predetermined first time if no compromise is reached.
[00054] In another aspect, the escalation module can be further configured to escalate the
complaint to at least one legal channel after a predetermined second time if no compromise is
reached.
[00055] In an aspect, proposed system can store data pertaining to the complaint from
initiation to end, said data being searchable and printable.
[00056] In another aspect, the complainant and the defendant can mutually appoint a
moderator for the discussion forum.
[00057] In yet another aspect, the complainant and the defendant can mutually appoint a
mediator for the compromise.
[00058] In an aspect, a method for dispute resolution is proposed, said method can include
the steps of: receiving and publishing, at a computer system, a complaint from a first computing
device of a complainant; issuing, from the computer system, a notification of the complaint to a
second computing device of a defendant that is mentioned in the complaint; creating, through the
computer system, a discussion forum for the complaint, wherein a first user, through a third
computing device, can be enabled to perform any or a combination of viewing the published
complaint, commenting on the published complaint, invite a second user to the forum; and
enabling, through the computer system, a compromise to be expedited and reached between the
complainant and the defendant based on the discussion forum.
[00059] In another aspect, the method can further include the step of facilitating meeting
of the complainant and the defendant to attempt the compromise, and wherein any or a
combination of the first user and the second user can attend the meeting.
[00060] In yet another aspect, the complainant and the defendant can mutually appoint any
or a combination of a moderator for the discussion forum and a mediator for the compromise.
[00061] Various objects, features, aspects and advantages of the present disclosure will
become more apparent from the following detailed description of preferred embodiments, along
with the accompanying drawing figures in which like numerals represent like features.
[00062] FIG. 1 illustrates architecture of system proposed to illustrate its overall working,
in accordance with an exemplary embodiment of the present disclosure.
12
[00063] As illustrated, proposed system 102 can be accessed by various complainants 104-
1, 104-2..104-n using their respective computing devices 106-1, 106-2…106-n and network 108
to submit their complaints/disputes (the two terms being used interchangeably herein)
mentioning defendant(s) therein..
[00064] In another aspect, defendant of a complaint can be notified via his/her computing
device and network of a dispute pertaining to him. As illustrated, complaint 118-1 can be for
defendant 110-1. Upon receipt of complaint 118-1 from complainant 104-1, system 102 can sent
notification 120-1 regarding complaint 118-1 to computing device 112-1 of defendant 110-1,
using network 114. In a similar fashion, notifications of different complaints/disputes can be sent
to their defendants. In case a complaint mentions a plurality of defendants, all defendants can be
similarly notified.
[00065] In an exemplary embodiment, system 102 can be configured as a website in Cloud
and network 108 and network 114 can in turn connect to Internet to access system 102.
[00066] In another aspect, notifications can be sent by any or a combination of E-mail,
SMS and MMS, and can carry a hyperlink that can be used by defendant(s) to view details of
complaint filed.
[00067] In an aspect, proposed system can enable very powerful tool of Social Media and
discussion forums to help and motivate both complainant and defendant to resolve their dispute
very quickly. Each complaint registered with proposed system can have its own discussion forum
wherein different people can view the complaint and post their comments. Such people can be
visitors to website of proposed system or friends/community of complainant or defendant that
can be invited by them. Visitors to the website can post anonymously or can login using Social
Media (Facebook, LinkedIn etc.) to make comments. In turn, users can invite their own friends
using Social Media or direct e-mail invitations to them. In this fashion, each complaint can be
spread in a viral fashion very fast across the digital world. Proposed system can enable
appointment of moderators for the forums.
[00068] In yet another aspect, system 102 can enable a complainant and corresponding
defendant to schedule meeting (or meetings) in order to attempt a resolution /compromise/
settlement of the complaint/dispute. Such compromise can also be attempted using their
respective computing devices and networks wherein any party can make a compromise offer to
another. The compromise reached can be stored in system 102 for its further monitoring and
13
retrieval as required Further, once a compromise is reached, system 102 can generate
automatically a legally enforceable settlement agreement. In case any party does not follow its
terms, advocates of organization running proposed system can help the party affected take
recourse to legal channels. Proposed system can enable appointment of mediators for such
compromise meetings that are mutually acceptable to complainant and the defendant.
[00069] As can be appreciated, proposed system can be implemented on a global, 24X7
scale since Internet can enable complainants and defendants to access the system from anywhere.
[00070] In an aspect, in case a compromise is not arrived (that is, the dispute/complaint is
not resolved) within a first pre-determined time the complaint can be escalated to media to put
pressure on any or both of complainant and defendant to resolve it speedily. If the complaint
remains unresolved till a second pre-determined time, proposed system can escalate it to legal
channels by enabling the complainant to select an advocate from a plurality of advocates
proposed by the system. Advocate selected can handle the case free of cost to the complainant.
The first and the second pre-determined times can be set to any values and not necessarily in that
order. For example, such times can even be equal.
[00071] In an aspect, proposed system can generate revenue by various means such as
voluntary donations from complainants, defendants or users/visitors, advertisements on its
website, registration charges from complainants, defendants or advocates registered with it etc.
In an exemplary embodiment, proposed system can be integrated with a charitable trust, for
example, wherein only voluntary donations are accepted and all services are provided free.
[00072] In another aspect, proposed system 102 can store all details of complainants,
defendants, complaints submitted and further proceedings on that complaint till a compromise is
reached or it is escalated to media / advocates. Further, a complainant can, if he so wishes, scan
and upload copies of all submissions such as complaint, evidence affidavit, rejoinder, court
orders etc. for the complaint. All such details can be associated with the complaint so that any
user (user being complainants, defendants or visitors to its website) of proposed system can
access complaint as well as all associated proceedings at any time.
[00073] In yet another aspect, proposed system can enable any user to search, display and
print any complaint and all its associated data for his/her use by means of appropriate search
forms and user interfaces etc. for the purpose.
14
[00074] In this fashion, proposed system can enable an ever-increasing repository of fully
searchable data pertaining to different kinds of consumer disputes. Such data can be searched as
above and can serve as a very useful tool to complainants and defendants – both future and
present as to how to present their case, arguments, evidences, previous judgments that can serve
as a precedence etc. so as to have best chance of success.
[00075] FIG. 2 illustrates functional modules of system proposed, in accordance with an
exemplary embodiment of the present disclosure.
[00076] In an aspect, proposed system can include a registration module 202, a complaints
engine 204, a forum module 206, a scheduling module scheduling module 208, a compromise
module 210, an escalation module 212, a revenue module 214, database 216 and a search,
display and print module 218.
[00077] In another aspect, modules as above can be configured in a server that can be
accessible using any Internet enabled device such as a PC, a laptop and the like. In yet another
aspect, the proposed system can have a mobile application that can provide appropriate user
interfaces so as to access proposed system through any Internet enabled mobile device such as a
smart phone and the like. In another aspect, proposed system can be configured as a website
accessible from any Internet enabled device and can be provided appropriate user interfaces for
the purpose.
Registration Module 202
[00078] In an aspect, using registration module 202 any user with an Internet enabled
device can register with the proposed system using registration and authentication procedures
well known in the art. During registration process a user can select whether s/he is a complainant
or a defendant, that is, whether he wants to lodge a new complaint or to defend against a
complaint that he has seen displayed at website of the system and for which he/she is authorized
to respond. A user may also register himself/herself as a commenter or only as a viewer.
[00079] In another aspect, administrator of the proposed system can also register
complainants and defendants manually on basis of e-mails, letters, phone calls, complaints
received as well as postings across Internet on different websites.
15
Complaints Engine 204
[00080] In an aspect, using complaints engine 204 a complainant can submit, edit and
delete his/her complaint. Submitted complaints can be stored in database 216 for future retrieval
as required and can mention one or a plurality of defendants.
[00081] In another aspect, complaints engine 204 can give to each complaint a unique ID
(UID). All further proceedings regarding the complaint can be associated with same UID. Based
upon UID, any website user/visitor can see all aspects of a complaint on website of proposed
system, using any Interned enabled device.
[00082] In yet another aspect, complaints engine 204 can automatically send notification
to defendant mentioned in the complaint, the complaint providing relevant data to complaints
engine 204 for the purpose. In case there is a plurality of defendants, complaints engine 204 can
send notifications to all of them.
[00083] In an aspect, complaints engine 204 can monitor receipt of notifications sent and
can get from defendants acknowledgements of receipt so as to constitute a proper servicing of a
complaint.
Forum Module 206
[00084] In an aspect, forum module 206 can create a discussion forum for each complaint.
Any viewer of a complaint can comment on the complaint in the complaint’s discussion forum
and discuss the complaint with other forum members.
[00085] In another aspect, forum module 206 can allow any viewer to make anonymous
comments or login via any of other Social Networking sites (such as Facebook, LinkedIn etc.) to
make his/her comments. A viewer can reach discussion forum of a complaint via several means
such as searching on internet search engines, invitations from others as elaborated hereunder etc.
[00086] In yet another aspect, forum module 206 can enable the complainant as well the
defendant to invite their friends and family to view the complaint as well as put forward their
views and participate in the forum if they so wish. In an aspect, forum module 206 can send such
invitations using e-mail, social networks, SMS, MMS or any combination of these. Forum
module 206 can make a unique weblink for each such invitation and the invited friends need only
click on the unique weblink to directly visit website page that shows the complaint for which
they have received invitation to view and comment upon the complaint. Such invitees can view
16
and comment upon the complaint they have been invited to. They can also upload relevant
documents along with their comments.
[00087] In another aspect, forum module 206 can enable each person who views or
comments upon a complaint to invite his/her friends to the complaint by providing each visitor
with a link that he/she can share via SMS, MMS, e-mail, social networks or any combination of
these with others and those others can likewise view and comment upon the complaint they have
been invited to.
[00088] In yet another aspect, discussion forum enabled by forum module 206 can have
several features for user engagement such as voting, social shares, multimedia capabilities to
display relevant content in all media formats etc. To further encourage participation and
engagement, active and helpful users can be given rewards such as discount /travel vouchers,
badges etc. Such users can be tracked on basis of, for example, number of discussion forums in
which they participate in a pre-determined time, comments made by them in a pre-determined
time, total positive votes / likes received by their comments in a pre-determined time etc.
[00089] Each discussion forum can have one or more moderators that are appointed as per
mutual consent of complainant and defendants. In an exemplary embodiment, proposed system
can have a webpage where profiles of possible moderators can be posted by complainant and
defendant. Proposed system can allow for acceptance of a profile by the opposite party and such
profiles that are accepted by both parties (that is, both complainant and defendant to a complaint)
can be allotted moderator status.
[00090] In an aspect, a moderator can be given various powers such as addition /deletion
of posts and members to a discussion forum, approving post of new members, adding restricted
content, providing links to various precedent cases, providing and posting complaint summary
etc.
[00091] In this fashion, proposed system can spread very fast in a viral mode across
different digital networks any complaint registered with it. Both the complainant and defendant
can receive public exposure, inputs and advise to help them resolve their dispute. Even adverse
publicity may motivate any or both complaint and defendant to resolve their dispute. Hence very
powerful tool of Social Media can be enabled by proposed system to facilitate quick resolution
of disputes.
17
Scheduling Module 208
[00092] In an aspect, scheduling module 208 can enable a complainant and corresponding
defendant to schedule meeting/meetings to resolve a complainant amicably and at the earliest
without complicated, protracted and expensive legal proceedings, as elaborated further
hereunder.
[00093] In another aspect, using scheduling module 208 complainant and defendant can
invite any other users (that can be viewers, discussion forum participants etc.) also to attend the
meeting so that their views and experience can be availed by both sides. One or more of such
users can act as mediators with mutual acceptance of complainant and defendant. Propose system
can enable selection of such moderators using a compromise module as elaborated hereunder.
[00094] In yet another aspect, using scheduling module 208 users can also schedule
discussion meeting themselves without participation of either the complainant or the defendant,
or can have meetings with either the complainant or the defendant or both.
Compromise Module 210
[00095] In an aspect, compromise module 210 can enable any of complainant or defendant
to offer to the other a compromise in order to settle the dispute between them.
[00096] In another aspect, 210 can enable selection of one or more mediators acceptable to
both complainant and defendants. The mediators can be selected using a procedure similar to that
of moderators and can mediate between a complainant and corresponding defendant(s) to bring
about a compromise.
[00097] In yet another aspect, a compromise can be arrived at based upon discussions in
discussion forum enabled by module 206 elaborated above. Such discussions can, for example,
carry details of previous similar complaints and compromises/ judgments arrived in the same, up
votes/down votes on comments to establish what users feel, details of evidences etc. to establish
soundness of any party’s position. All such data can help complaints, defendants and mediators
to assess any complaint properly and arrive speedily at a compromise.
[00098] In yet another aspect, using module 210 any of complainant or defendant can send
an offer to the other that will be considered as final upon their acceptance. A mediator can do
likewise. For example a tour operator can send an offer to his customer (complainant) who
suffered harassment and damages due to wrong booking by the tour operator. In case the
18
customer accepts the offer that can be considered final between them. Likewise, a complainant
can send an offer to a defendant against whom he has lodged a complaint with the proposed
system and, in case the defendant accepts his offer consider his complaint as settled.
[00099] In an aspect, once a compromise has been reached, compromise module 210 can
automatically generate a legally enforceable settlement agreement and can send the agreement to
both complainant and defendant. In case a mediator has also been involved, agreement can also
be sent to the mediator. Such agreements can be signed online using digital signatures of
concerned parties..
[000100] In yet another aspect, compromise module 210 can monitor compliance of the
settlement agreement and if it is not complied with by relevant party can provide for the
agreement’s enforcement by an advocate selected by the affected party.
[000101] In yet another aspect, using compromise module 210 any party making an offer
can set a pre-determined time limit for its acceptance after which it can stand automatically
withdrawn if not accepted by other parties relevant. In an exemplary embodiment, a defendant
can send an offer with a time limit of 10 days for its acceptance and such an offer can be deemed
final only if accepted with such time limit by the complainant.
[000102] In an aspect, compromise/settlement agreement finally reached can be associated
to the complaint so that anyone seeing the complaint at website of proposed system can also see
compromise reached. In another aspect, compromise reached can be kept secret only among the
parties involved and a suitable indication instead can be associated with the complaint.
[000103] In yet another aspect, module 210 can get from both complainant and defendant
their terms of compromise without revealing them to each other. In case monetary value of such
terms is within a pre-determined range, module 210 can suggest to both parties that a
compromise would be best option. However, if the monetary value of such terms is outside a predetermined
range, module 210 can suggest to both parties to revise their terms as appropriate so
that a compromise seems possible. In an exemplary embodiment, module 210 can ask both
parties ( complainant and defendant ) to do such a revision within a pre-determined time and of
the same is not done, can suggest to both parties to proceed to alternate channels of dispute
settlement since a compromise does not seem possible.
19
Escalation Module 212
[000104] In an aspect, module 212 can escalate a complaint if no compromise on it is
reached within predetermined time frames.
[000105] In another aspect, module 212 can enable a complainant to predetermine any or
both of a first time and a second time. If no compromise is reached within the first predetermined
time, module 212 can automatically forward the complaint to various print as well as digital
media and provide to complainant relevant weblinks for his further use and publicity. In yet
another aspect, escalation module 212 can also provide such weblinks to the defendant in order
to put more pressure on him.
[000106] In yet another aspect, if no compromise is reached within the second
predetermined time, module 212 can advise to complainant a list of advocates who can handle
his complaint for the complainant’s selection. Website of proposed system can have profiles of
such advocates to enable the complainant make up his mind.
[000107] In another aspect, after selection of a suitable advocate by the complainant
module 212 can forward all proceedings till date to the advocate so that the advocate and the
complainant can further pursue the complaint through legal channels.
[000108] In an aspect, the first predetermined time and the second predetermined time can
be set independent of each other and can even be the same. In an exemplary embodiment, the
second predetermined time can be later than the first predetermined time.
Revenue module 214
[000109] In an aspect, revenue module 214 can enable proposed system to generate revenue
from its website. Such revenue means can be any or a combination of advertisements on different
pages of the website, clicks on such advertisements, registration charges from any or both of
complainants and defendants, charges for empanelling advocates on website of proposed system
etc.
[000110] In another aspect, once a compromise has been reached, compromise module 210
can send a suitable trigger to revenue module 214 based upon which revenue module 214 can ask
any or both of the complaint and the defendant to make a voluntary donation for further
development of the proposed system.
20
[000111] In an exemplary embodiment, proposed system can be integrated with a charitable
trust, for example, wherein only voluntary donations are accepted and all services are provided
free.
Database 216
[000112] In an aspect, database 216 can store all details of complainants, defendants,
complaints submitted and further proceedings on that complaint till it is settled.
[000113] In an aspect, database 216 can automatically store all details of complainants,
defendants, complaints submitted and further proceedings on that till a compromise is reached or
it is escalated to media / advocates.
[000114] In another aspect, database 216 can enable any or both complainant and defendant
to further update the complaint right till its disposal through legal channels. A complainant can,
if he so wishes, scan and upload copies of all submissions such as complaint, evidence affidavit,
rejoinder, court orders etc. for the complaint. All such details can be associated with the
complaint so that any user of website of proposed system can access complaint as well as all
associated proceedings at any time. A defendant can also do likewise.
Search, display and print module 218
[000115] Module 218 can enable any user of website to search, display and print any
complaint and all its associated data for his/her use.
[000116] In an aspect, search, display and print module 218 can present to a user, on his
computing device, a search form that the user can fill in to get relevant results. Search form can
get from the user any or a combination of details such as Complaint UID, Complainant,
Defendant, date range, sector of complaint ( such as telecom, insurance, travel and tourism,
medical etc.) , amount claimed etc. and present to the user relevant complaints in a tabular
format as illustrated in FIG. 5A and 5B.
[000117] In another aspect, a user can click on UID of any complaint as showing in the
tabular format when proposed system can retrieve from database 216 all details available till date
for the complaint and display the same on the user’s computing device, as illustrated in FIG. 5C.
[000118] In yet another aspect, search, display and print module 218 can enable a user to
print any or all details such as search results, full details of any specific complaint, all complaints
21
against a specific defendant, in a specific sector, above a certain amount, in a certain date range
or any combination of these.
[000119] In this fashion, proposed system can enable an ever-increasing repository of fully
searchable data pertaining to different kinds of disputes. Such data can be searched as above and
can serve as a very useful tool to complainants and defendants – both future and present as to
how to present their case, arguments, evidences, previous judgments that can serve as a
precedence etc. so as to have best chance of success.
[000120] FIG. 3 illustrates a discussion forum for a complaint that can be created using
system proposed, in accordance with an exemplary embodiment of the present disclosure.
[000121] In an exemplary embodiment, the forum can have all relevant details of each
complaint on a separate page at its website, carrying relevant details such as complaint UID 302,
complainant 304, defendant 306 and short synopsis provided by complainant 308.
[000122] In an alternate exemplary embodiment, a button 310 can be provided that can be
clicked by any user for full details of the complaint, as elaborated in FIG. 5C later herein.
[000123] In another aspect, each forum can enable comments 312 to be provided by various
people who are viewing the complaint. Such people can be invited by complainant, defendant,
visitors etc. using their Social Networks as elaborated above or may have reached the page by
other means such as searching on Google etc. Each comment can carry its commenter’s name
while Anonymous comments can also be given. In this way various views of people on the
dispute and their suggestions on how to resolve it can be stored and made available to
complainant and defendant as well.
[000124] As illustrated at 314, any visitor to the page of a complaint can be invited to share
his views on the page while the visitor can also share the complaint with his friend using e-mail
invitations, invitations via Social Networks etc., as showing at 316
[000125] FIG. 4 illustrates a method of working of system proposed, in accordance with an
exemplary embodiment of the present disclosure.
[000126] In an aspect the method can include, at step 402, receiving a complaint from a
complainant and publishing the complaint at a website.
[000127] In another aspect the method can include, at step 404, forwarding the complaint to
its defendant.
22
[000128] In yet another aspect the method can include, at step 406, creating a discussion
forum for discussing the complaint.
[000129] In an aspect the method can include, at step 408, scheduling a compromise
meeting between the complainant and the defendant.
[000130] In another aspect the method can include, at step 410, determining if a
compromise has been reached within a predetermined first time.
[000131] In yet another aspect the method can include, at step 412, escalating the complaint
to media if the compromise has not been reached within the predetermined first time.
[000132] In an aspect the method can include, at step 414, determining if the compromise
has been reached within a predetermined second time.
[000133] In yet another aspect the method can include, at step 416, enabling the
complainant to take legal action if the compromise has not been reached within the
predetermined second time.
[000134] In yet another aspect the method can include, at step 418, enabling the
complainant to keep updating the complaint at the website with details and progress on the legal
action taken.
[000135] In an aspect the method can include, at step 420, updating the complaint at the
website with details of the compromise when the compromise reached within the predetermined
first time or when the compromise reached within the predetermined second time.
[000136] FIGs. 5A, 5B and 5C illustrate various searching and printing capabilities of the
proposed system, in accordance with an exemplary embodiment of the present disclosure.
[000137] In an exemplary embodiment, as illustrated at FIG.5A, proposed system can
provide a complaints search form 500 on its website that any user can use to search various
complaints. Search form 500 can enable the userto provide any or a combination of complaint
UID at 502, complainant at 504, defendant at 506, daterange at 508 and sector at 510 wherein
sector 510 can be a drop down button indicating various choices to user from where he may pick
one.
[000138] In another exemplary embodiment, as illustrated at FIG. 5B, results of search can
be presented to user in form of a table that can show complaint UID in column 532, complainant
in column 534, defendant in column 536, date of complaint in column 538 and amount in column
23
540. Further, a print button 542 can be provided so that the user may print the result and a search
again button 544 can be provided to enable the user to search again using form 500.
[000139] In yet another exemplary embodiment, each complaint UID in column 532 can be
hyperlinked to retrieve from database 216 all details associated with that UID and displayed to
the user as form 560 illustrated at FIG. 5C. As shown, complaint UID, complainant, defendant
and amount can be shown. Also buttons can be provided that can be clicked to find and display
to user relevant documents. Such buttons can include, for example, 562 for complainant’s
submissions, 564 for defendant’s submissions and 566 for orders and settlements if any. Date
upto which status of the complaint has been updated can be provided at 568 while 570 can
display present status of the complaint. Button 572 can be used to print form 560. Relevant
documents as provided by buttons 562, 564 and 566 can also be printed likewise.
[000140] Although the proposed system has been elaborated as above to include all the
main modules, it is completely possible that actual implementations may include only a part of
the proposed modules or a combination of those or a division of those into sub-modules in
various combinations across multiple devices that can be operatively coupled with each other,
including in the cloud. Further the modules can be configured in any sequence to achieve
objectives elaborated. Also, it can be appreciated that proposed system can be configured in a
computing device or across a plurality of computing devices operatively connected with each
other, wherein the computing devices can be any of a computer, a laptop, a smartphone, an
Internet enabled mobile device and the like. All such modifications and embodiments are
completely within the scope of the present disclosure.
[000141] As used herein, and unless the context dictates otherwise, the term “coupled to” is
intended to include both direct coupling (in which two elements that are coupled to each other or
in contact each other) and indirect coupling (in which at least one additional element is located
between the two elements). Therefore, the terms “coupled to” and “coupled with” are used
synonymously. Within the context of this document terms “coupled to” and “coupled with” are
also used euphemistically to mean “communicatively coupled with” over a network, where two
or more devices are able to exchange data with each other over the network, possibly via one or
more intermediary device.
[000142] Moreover, in interpreting both the specification and the claims, all terms should
be interpreted in the broadest possible manner consistent with the context. In particular, the
24
terms “comprises” and “comprising” should be interpreted as referring to elements, components,
or steps in a non-exclusive manner, indicating that the referenced elements, components, or steps
may be present, or utilized, or combined with other elements, components, or steps that are not
expressly referenced. Where the specification claims refers to at least one of something selected
from the group consisting of A, B, C ….and N, the text should be interpreted as requiring only
one element from the group, not A plus N, or B plus N, etc.
[000143] While some embodiments of the present disclosure have been illustrated and
described, those are completely exemplary in nature. The disclosure is not limited to the
embodiments as elaborated herein only and it would be apparent to those skilled in the art that
numerous modifications besides those already described are possible without departing from the
inventive concepts herein. All such modifications, changes, variations, substitutions, and
equivalents are completely within the scope of the present disclosure. The inventive subject
matter, therefore, is not to be restricted except in the spirit of the appended claims.
ADVANTAGES OF THE INVENTION
[000144] The present disclosure provides for a system that enables dispute resolution
without necessarily taking recourse to legal channels.
[000145] The present disclosure provides for a system as above that is available globally at
all times.
[000146] The present disclosure provides for a system as above that strongly motivates
parties involved to quickly resolve their disputes.
[000147] The present disclosure provides for a system that provides a compromise
mechanism for dispute resolution.
[000148] The present disclosure provides for a system that allows any party to escalate his
dispute to legal channel when system disclosed is not able to resolve the dispute.
[000149] The present disclosure provides for a system that enables storage and retrieval of
all disputes and their related information that serve as a repository for users to benefit from.
[000150] The present disclosure provides for a system that as above that generates revenue
via various modes. For PNJ Antiques Pvt. Ltd

We Claim:
1. A computing system for dispute resolution, the system comprising:
a processor;
a data store; and
a memory that comprises a plurality of components that are executable by the processor,
the components comprising:
a complaints engine, which when executed by the processor, receives and
publishes a complaint from a first computing device of a complainant, and issues a
notification of the complaint to a second computing device of a defendant that is
mentioned in the complaint;
a forums module, which when executed by the processor, creates a discussion
forum for the complaint, wherein a first user, through a third computing device, is
enabled to perform any or a combination of viewing the published complaint,
commenting on the published complaint, invite a second user to the forum; and
a compromise module, which when executed by the processor, enables a
compromise to be expedited and reached between the complainant and the defendant
based on the discussion forum.
2. The system of claim 1, wherein the components further comprise a scheduling module,
which when executed by the processor, facilitates meeting of the complainant and the
defendant to attempt the compromise, and wherein any or a combination of the first user
and the second user attends the meeting.
3. The system of claim 1, wherein the components further comprise an escalation module,
which when executed by the processor, escalates the complaint to media after a
predetermined first time if no compromise is reached.
4. The system of claim 3, wherein the escalation module is further configured to escalate the
complaint to at least one legal channel after a predetermined second time if no
compromise is reached.
5. The system of claim 1, wherein the system stores data pertaining to the complaint from
initiation to end, said data being searchable and printable.
26
6. The system of claim 1, wherein the complainant and the defendant mutually appoint a
moderator for the discussion forum.
7. The system of claim 1, wherein the complainant and the defendant mutually appoint a
mediator for the compromise.
8. A method for dispute resolution, said method comprising the steps of:
receiving and publishing, at a computer system, a complaint from a first
computing device of a complainant;
issuing, from the computer system, a notification of the complaint to a second
computing device of a defendant that is mentioned in the complaint;
creating, through the computer system, a discussion forum for the complaint,
wherein a first user, through a third computing device, is enabled to perform any or a
combination of viewing the published complaint, commenting on the published
complaint, invite a second user to the forum; and
enabling, through the computer system, a compromise to be expedited and
reached between the complainant and the defendant based on the discussion forum.
9. The method of claim 8, wherein the method can further comprise the step of facilitating
meeting of the complainant and the defendant to attempt the compromise, and wherein
any or a combination of the first user and the second user attends the meeting.
10. The method of claim 8, wherein the complainant and the defendant mutually appoint any
or a combination of a moderator for the discussion forum and a mediator for the
compromise.