Kia ora and welcome to ICRA

Te Umanga Arotake Amuamu Motuhake | The Independent Complaint and Review Authority provides independent complaint management and review services to individuals, businesses and Government across a wide variety of sectors

ACC Reviews and Mediation

Fair and efficient resolution of your ACC dispute. ICRA is an independent provider of review and mediation services for ACC decisions

Fire and Emergency Dispute Resolution Scheme

A service to help volunteers and members of the public resolve disputes with Fire and Emergency

Private Mediation

Be enabled and empowered to negotiate the right solution

Conflict Management

Improve communication and enhance performance

Independent Reviews

Ensure objectivity

Organisational Reviews

Improve your structures and processes

Complaint Management

Better manage your relationships and proactively manage risk
The Independent Complaint and Review Authority (ICRA) is a part of the NZDRC Group and was established as a specialist delivery service for:

  • independent and impartial reviews of, and appeals against, decisions and determinations made by public and private sector organisations and government bodies in the exercise of their statutory powers and duties; and
  • independent and impartial review and auditing of intra-organisational and extra-organisational B2B and B2C complaints processes, procedures and outcomes.



Fire and Emergency Dispute Resolution Scheme
I was heard throughout the process and for that I am deeply thankful to you and your colleagues and your organisation. As my case manager you were authentic and empathetic.
David T

15 Mar 2022

I would like to thank ICRA and your wonderful team for supporting myself with a very intricate case and resolving the matter. My case manager was extremely professional, prompt responses to everything, encouraging and 10/10 on the ball.
Wendy Shaw

25 Feb 2022

Our extensive knowledge and experience of the design and implementation of dispute resolution and complaint management processes enables us to develop a comprehensive understanding of the community’s needs and to consistently deliver sound, relevant and pragmatic advice on dispute resolution and complaint management procedures and options and innovative and effective dispute resolution and review services.



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