Identifying the objectives and scope of a dispute resolution scheme
This page discusses the objectives of a dispute resolution scheme and the scope of issues it can address.
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Understanding the wider context for disputes
Disputes happen for lots of different reasons. Many factors can influence disputes including policies, legislation, and contractual arrangements.
Understanding existing dispute resolution arrangements
Before designing a new dispute resolution scheme or improving an existing scheme, it is essential to consider what arrangements may already be in place for resolving disputes.
Understanding the parties to disputes
This page helps you analyse the parties to a dispute, their interests, their needs, the outcomes they seek, the relationship between them including if there is an imbalance of power.
Guidance on dispute resolution
This section has best practice guidance for developing new dispute resolution schemes and assessing and reviewing existing schemes.
Open banking
The Customer and Product Data (Designations for Banking and Other Deposit Taking) Regulations designate the banking sector under the Customer and Product Data Act. The regulations enable and accelerate ‘open banking’, which is a system that enables banks’ customers to share their banking information with trusted third parties, such as fintechs. It also enables accredited persons to initiate payments on behalf of customers, if they have the customer’s authorisation.
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.
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.
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.
Quick guide: how to navigate GCDR tools and resources
How to navigate GCDR tools and resources.