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.

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.

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.