eBRAM Launches Online Dispute Resolution Scheme for Real Estate Agency Services

 (Hong Kong, 30 June 2026) — eBRAM International Online Dispute Resolution Centre (“eBRAM”), an independent not-for-profit arbitration and mediation institution established with the support of the Hong Kong Special Administrative Region (HKSAR) Government, has officially launched the “Online Dispute Resolution Scheme for Real Estate Agency Services”. The Scheme is designed to provide the public and estate agents with an efficient, reasonably priced and convenient means of resolving disputes arising from property transactions or leasing.

Every year, there are tens of thousands or even hundreds of thousands of property transactions and leasing activities in Hong Kong, and there is a strong market demand for an efficient and accessible dispute resolution mechanism. The Estate Agents Authority (“EAA”) supports the Government's policy of promoting mediation as an alternative dispute resolution mechanism and encourages the estate agency trade and the public to understand and utilise mediation services in handling disputes.

The EAA has organised a webinar titled “From Conflict to Mutual Benefit – A Comprehensive Guide to Mediation Services” for the trade in June this year. Mr Ronald Sum, JP, Vice Chairman of eBRAM, was invited as one of the speakers to share practical experience in professional mediation services with the industry. The launch of this dedicated Scheme by eBRAM is a direct response to the growing market demand for professional mediation services.

Unlike traditional litigation, which often involves lengthy court waiting times and high costs, the Scheme adopts the eBRAM Asia-Pacific Economic Cooperation (APEC) Online Dispute Resolution Rules, providing a flexible three-stage online dispute resolution process combining negotiation, mediation and arbitration. Depending on the complexity of the case, disputes can be resolved within as little as 2.5 to 7 weeks.

In terms of fees, the Scheme offers specially reduced rates. Filing fees are fully waived, with applicants and estate agents only required to pay an administrative fee of HK$200. For mediation fees, in cases with a disputed amount of HK$200,000 or below, the mediation fee for applicants (including owners, buyers or tenants) is fully waived, while the fee for estate agents is a fixed HK$2,000.

In case arbitration is required, fees will be charged on a sliding scale based on the disputed amount and are shared equally between the parties.

This fee structure significantly lowers the financial barrier for members of the public seeking to resolve disputes through mediation, making it particularly suitable for disputes involving small to medium-value property transactions.

The Scheme applies to a wide range of common real estate agency disputes, including sale and purchase agreement disputes (such as deposits and handover arrangements), tenancy disputes (such as rent and repair responsibilities), and estate agency commission or service disputes.

To ensure a clear mechanism is in place when disputes arise, eBRAM recommends that members of the public and estate agents incorporate eBRAM’s dispute resolution clause into their property transaction or tenancy agreements. A model clause is available on the Scheme’s dedicated webpage, stipulating that any dispute arising under the contract shall be settled in accordance with the eBRAM APEC Online Dispute Resolution Rules.

Even if no such clause is included in the contract, the parties may still voluntarily elect to use the Scheme’s mediation and arbitration services to handle their dispute, provided both sides agree. This flexible arrangement ensures that more members of the public can benefit from this convenient dispute resolution service.

The Scheme is powered by eBRAM’s Online Dispute Resolution (ODR) Platform, which integrates innovative legal technology including video conferencing, secure document management and electronic signature functionality. Disputing parties can participate securely in online negotiations, mediation and arbitration proceedings anytime, anywhere, without the need for face-to-face meetings. The platform meets international security standards, with all proceedings conducted in a highly encrypted and confidential environment. As the first and only Hong Kong ODR service provider recognised by the APEC, eBRAM’s arbitral awards are enforceable in over 170 jurisdictions, including Mainland China, and are eligible for interim measures applications to Mainland courts with the approval of the Supreme People's Court.

Dr Thomas So, JP, Chairman of eBRAM, said: “Property transactions are complex and  disputes may easily arise.  The public need a faster and more cost-effective way to resolve them. The launch of the ‘Online Dispute Resolution Scheme for Real Estate Agency Services’ is a direct response to this market demand. We hope that through legal technology and professional mediation and arbitration services, we can help members of the public resolve property disputes at a lower cost and with greater efficiency, thereby promoting social harmony.”

For more information about the Scheme, please visit: https://www.ebram.org/Real_Estate_Agency_ODR_Scheme/