Guidance on developing and reviewing a dispute resolution scheme
This section has detailed guidance on developing new dispute resolution schemes and assessing and reviewing existing schemes.
On this page
In this section
Understanding dispute resolution
This section will help you gather information about the underlying issues driving complaints and disputes, and the circumstances under which they arise and are resolved.
Initial considerations for developing or reviewing a dispute resolution scheme
This page sets out what you need to consider when developing or reviewing a dispute resolution scheme.
Developing a new dispute resolution scheme
This section will guide your decision-making about specific considerations when designing a new dispute resolution scheme.
Deciding what form of dispute resolution process is needed
There are a wide range of dispute resolution processes with differing features. Choosing the appropriate process, or a change in the process for a scheme, will depend on a number of factors.
User support within the dispute resolution scheme
Users can be supported through the dispute resolution process formally by lawyers or advocates, or more informally by family or friends.
Staff considerations for a dispute resolution scheme
Policies and processes are needed to manage the risks and responsibilities for staff delivering a dispute resolution scheme and provide appropriate support for them.
Outcomes of a dispute resolution scheme
In developing or reviewing a dispute resolution scheme, you need to decide how the outcomes of the scheme are given effect, what remedies are available and the rights of review/appeal.
Funding a dispute resolution scheme
Funding models for dispute resolution schemes range from full cost recovery to user pays, and from full funding by the state or industry to a shared arrangement.
Accountability of a dispute resolution scheme
Dispute resolution schemes need to collect data and information to ensure that services are effective. This information helps to monitor, evaluate, and report on the scheme. Intelligence gathered also provides valuable insights into the regulatory systems in which schemes operate.