Samenvatting

Based on the findings of a survey study conducted by Antwerp University researchers and Conflicool in 2022, this contribution discusses Belgian residents’ views and experiences with using information and communication technology in dispute resolution. While providing insight into the sentiment of Belgian residents toward online dispute resolution (ODR), survey findings reveal a generally neutral public stance toward ODR, with slightly more residents indicating hesitance than comfort. A key barrier is the lack of accessible information about ODR, which respondents indicated would boost their comfort and trust in using it. Familiarity with technology and ODR experience positively influence attitudes, while data security concerns were less prominent than expected. Although administrative support tools are valued, there is limited interest in AI-driven decisions. Overall, this contribution concludes that public understanding and confidence are critical to promoting ODR acceptance in Belgium, with recommendations for user-centered approaches to foster greater familiarity and engagement with ODR.