Complaints
Our team is committed to providing highly efficient, consistent, and professional services.
One of the ways in which we can continue to improve our services is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints and putting mistakes right.
Our Complaints Policy contains further helpful information about our complaints handling process. If you’d like to make a complaint or give us some feedback, we’d like to hear from you.
Before you start
Please note that we can only consider complaints concerning the conduct of any of our people who handled your case and about the administrative service that we provided you.
If your complaint is about the outcome of an ICRA ACC review, please note that ICRA cannot look into the correctness of any formal decision made in your case or any agreement that you reached in a mediation process. If you are not satisfied with the outcome of an ICRA ACC review, you can appeal to the District Court.
If you are not satisfied with an adjudicator’s determination made under the Fire and Emergency Dispute Resolution Scheme, you can apply for a review and ICRA will appoint a new adjudicator to undertake a review of the determination. If you are not satisfied with the adjudicator’s decision, you can appeal to the District Court.
Our team takes all concerns seriously and we are always looking to improve our services in response to constructive feedback. Please note that abusive or threatening behaviour towards our staff is not acceptable and will not be tolerated.
We may issue a warning, report a matter to the Police, or modify or restrict the way we communicate with you if our staff are abused.
You can reach out to us using one of the following options:
1. Completing our online form below
Complete the Complaint form here.
2. Posting a completed Complaint Form to:
The Complaints Officer The ADR Centre PO Box 33297 Takapuna 0740 New Zealand Download our Complaint Form here.
3. Hand delivering a completed Complaint Form to our office:
The Complaints Officer The ADR Centre PO Box 33297 Takapuna 0740 New Zealand Download our Complaint Form here.
4. Calling and speaking to our Case Management team.
Phone: +64 9 486 7140
Freephone: 0508 427 2738439