Complaints Process

If you wish to make a complaint about the services provided or about the conduct of any person you have been working with at the FDR Centre please complete the online form below. If you are looking to just give us some feedback, we would welcome this and invite you to complete our feedback form instead.

Please be aware that we cannot investigate complaints relating to the correctness of an award, decision or direction, or of any agreement made in your case.

Your complaint will be directed to our Complaints Investigator, who will notify you once the complaint has been received. Our Investigator will then consider your complaint and consult with the appropriate people. You should receive an outcome for your complaint within 10 working days, and our 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 process, 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 remain dissatisfied you may ask for a review of the decision.

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 10 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.