Dispute resolution best practice principles

These best practice principles guide the design, operation and review of dispute resolution schemes.

How the principles can be applied

The principles can be applied:

  • across the wider dispute resolution system
  • to inform the design, delivery and review of particular dispute resolution schemes
  • to inform practice when providing dispute resolution services.

1. User focussed and accessible

Users of dispute resolution services are at the centre of all aspects of the dispute resolution system. Dispute resolution is easy for potential users to find, enter and use regardless of their capabilities and resources.

2. Independent and fair

Disputes are managed and resolved in accordance with applicable law and natural justice. All dispute resolution functions are, and are seen to be, carried out in an objective and unbiased way.

3. Efficient

Dispute resolution provides value for money through appropriate, proportionate and timely responses to issues. It evolves and improves over time and makes good use of information to identify systemic issues.

4. Effective

Dispute resolution delivers sustainable results and meets intended objectives. It fulfils its role in the wider government system by helping minimise conflict and supporting a more productive and harmonious New Zealand.

5. Accountable

There is public confidence in dispute resolution. Those involved in its design and delivery are held to account for the quality of their performance. Regular monitoring and assessment and public reporting encourages ongoing improvement and better outcomes across the system.