Fair, efficient and cost-effective independent complaint management and review services
Te Umanga Arotake Amuamu Motuhake | The Independent Complaint and Review Authority (ICRA) provides independent complaint management and review services to individuals, businesses and Government across a wide variety of sectors
Our services
ICRA has unrivalled experience in administering independent reviews and related services including mediation, audits, and investigations.
Engage with us
For fair, efficient, and cost-effective complaint management, reach out to our dedicated Registry team today.
Tikanga Māori Framework
ICRA’s well respected complaint, conflict management and dispute resolution services have been designed and developed to incorporate, for those parties who wish to adopt it, a wrap-around tikanga-based Māori cultural support framework that we have called Te Korowai Kākahu o Te Umanga Arotake Amuamu Motuhake.
Key Statistics
ICRA is a leading provider of independent reviews and dispute resolution services across a broad range of subject matters. Regardless of the issue in dispute, our team is well-equipped to provide fair, effective and impartial resolution services
Mediations fully or partially resolved
Number of independent reviews administered by ICRA annually
Our customer service satisfaction rating
*January to December 2024
Your options
Private Mediation
Organisational Reviews
Complaint Management
Conflict Management
Independent Reviews
ACC Reviews and Mediation
Fire and Emergency Dispute Scheme
Recognised and respected as the leading provider of independent complaint management services
News & Resources
Stay informed about dispute resolution with the news and resources on our Knowledge Hub.
Fire and Emergency New Zealand Dispute Resolution Scheme Annual Report 2024 I Pūrongo-ā-tau
The Independent Complaint and Review Authority I Te Umanga Arotake Amuamu Motuhake (ICRA) is pleased to announce the publication of the 2024 Annual Report I Pūrongo-ā-tau (the Report) on the Fire and Emergency New Zealand Dispute Resolution Scheme. The Report outlines key information about the applications received from 1 July 2023 to 30 June 2024 and the effectiveness of the Scheme.
ACC Glossary
We understand that the ACC process can get a bit technical. We have created a glossary to assist participants to understand some commonly used terms and acronyms.
How ICRA’s mediation services can help you to find resolution with ACC
Engagement with ACC will often come at a sensitive point in life, and decisions made by ACC on whether to grant cover, and the extent to which cover should be granted can be highly impactful. If you disagree with a decision that ACC has made, you have the right to an independent review of that decision. Mediation is an additional pathway for resolving your dispute with ACC, and in this article, we explain how our mediation services can help you to achieve fair, speedy and efficient resolution.
Note: Please note that the information contained in these articles are intended to provide a general guide to the subject matter and is not intended as legal advice. Specialist advice should be sought about your specific circumstances. The content may not reflect current legal developments and is subject to revision without notice.