Critical reviews by consumer organizations will without any doubt function as an efficient mechanism for the creation of transparency and for assessing the value of the individual mechanisms for consumers. Not create obstacles for the innovative use of technology to settle consumer disputes. In reading your article, it appears three areas need addressing. Even though you say ADR should be low or no cost to the consumer, the consumer is a stake holder in the resolution. Therefore, there should be a charge.
Payment begets empowerment.
Second, you make ADR sound as though it is only arbitration. It is not. Working within the parameters of the applicable, agreed upon, law, a creative solution is the result. Finally, mediation creates an enforceable contract. Good article, but it needs much more refinement.