How We Work

Working with consumers and businesses to resolve complaints

Our people are friendly, approachable, and down-to-earth, and:

  • we are trained to listen and to provide a helping hand to consumers and businesses in resolving disputes
  • we help to get the complaint resolved as quickly as possible with the most appropriate outcome; and
  • we work closely with businesses to provide support and industry wide advice. This helps to improve the way services are delivered and complaints are handled.

Adjudication

We gather information and make recommendations based on the Codes of Practice and relevant legislation. You have 10 working days to provide the adjudicator with your response.

Final Decision

Either side can ask for a final decision if they disagree with the initial outcome from the adjudication process. You can provide any further information at this point.

Early Resolution

An adjudicator will discuss ways in which a mutually agreeable and fair resolution can be achieved. You will have 5 working days in which to respond.