Complaints Process

Our Customer Service Charter sets out the standards we expect of ourselves in providing you with fair, prompt, accessible and cost effective dispute resolution and conflict management services.

We are always grateful to receive constructive feedback from customers about our people and services. This is invaluable to us as it informs institutional learning and helps us to improve the development and delivery of our services.

What can we do?

  • receive any feedback you wish to provide and, with your agreement, share that feedback with any person involved; or
  • investigate complaints about the FDR Centre or the conduct of its staff.

What can’t we do?

  • investigate complaints about the outcome of any determinative process ie, an arbitrator’s award;
  • investigate complaints about the outcome of any mediation ie, a settlement agreement reached (or not reached) at FDR or Family Law Mediation;
  • change the outcome of any dispute resolution process; or
  • investigate complaints about the professional conduct of any dispute resolution service professional appointed by the FDR Centre.

What can you do?

If you are looking to give us some constructive feedback about our people or services, we would welcome that and invite you to complete our feedback form.

If you wish to make a formal complaint about the services provided by the FDR Centre or about the conduct of any person you have been working with at the FDR Centre please complete the online complaint form below.

If you are dissatisfied with the approach or performance of a dispute resolution practitioner appointed by FDR Centre and wish to make a complaint about that person’s professional conduct, please complete the feedback form and we will provide you with the contact details for the professional body responsible for accrediting that person and investigating complaints about his or her professional conduct in terms of that organisation’s rules and code of ethics.

Any complaint about our services or about the conduct of any person you have been working with at the FDR Centre will be directed to our Complaints’ Investigator, who will notify you once the complaint has been received. Our Complaints’ Investigator will then consider your complaint, which may involve seeking further information from you, obtaining a waiver of confidentiality from your (which may include the consent of any other party to the proceedings being complaint about), making enquiries  of the person concerned and making enquiries or consulting with any other relevant person.

You should expect to receive an outcome for your complaint within 15 working days, and our Complaint’s Investigator will advise you if more time is needed to assess the issue. Please note that where a complaint relates to a case that is still in progress, the investigation may be postponed until after the case has been concluded to ensure the independence of the dispute resolution process.

After the investigation has been completed you will receive a report detailing a summary of issues, the outcome of the investigation of these issues, and what action we have taken (if any) as a result of the complaint.

If you have any questions about the complaints process, or about your rights as a consumer, please refer to the Frequently Asked Questions below, to our Customer Service Charter, or email us at casemanager@fdrc.co.nz.

 

Frequently Asked Questions

How long does the process take?

We will aim to get a written response to you within 15 working days. If it is going to take any longer, we will let you know. If your complaint relates to a current dispute process that we are administering, we may postpone any investigation until after the process has concluded to ensure that the process remains independent.

Is there a time limit for making a complaint?
There is no specific time limit for making a complaint. However, we would encourage you to raise any concerns with us at the earliest possible time.
Is the process confidential?
The process is confidential as between the FDR Centre, any dispute resolution professional who is the subject of your complaint, and you.
Is there a charge to raise a complaint?
No. There is no charge related to any complaints process.
Can someone else complain on my behalf?
If you wish for a representative or support person to liaise with us regarding your complaint, please confirm this to us in writing with that person’s contact details.