About the Fire and Emergency Scheme
The Fire and Emergency New Zealand Dispute Resolution Scheme (the Scheme) helps volunteer firefighters and members of the public raise and resolve disputes relating to the delivery of Fire and Emergency New Zealand’s (FENZ) services and processes.
Navigating the Scheme
When a dispute arises, the first step is to try to resolve the complaint directly with FENZ through its complaint process. If the applicant believes FENZ’s decision in response to their claim is unfair or taking too long, they have the right to an independent review.
Applicants should be aware of specific timeframes when applying to the Scheme. An applicant who is unhappy with the outcome of the FENZ complaint process can access the Scheme within 90 days from the date they were notified of the outcome. If the applicant has not received a response through the FENZ complaint process within 90 days, the applicant can access the Scheme if the administrator is satisfied that the FENZ complaint process is not being progressed at a reasonable rate.
ICRA’s role
ICRA is part of the ADR Centre, a leading nationwide dispute resolution and conflict management service provider independent of FENZ, appointed to administer the Scheme. Our role is to provide specialist, independent dispute resolution processes and impartial reviews of decisions under the Scheme.
Dispute resolution methods and procedures
ICRA’s extensive knowledge and experience in dispute resolution helps parties understand and participate in the processes effectively. When applying to the Scheme, applicants can choose to resolve the dispute through informal processes, such as mediation or facilitation, and/or formally through adjudication.
Facilitation
Facilitation is a process that helps parties understand each other’s views and work out a way forward when they have differing views about the issues.
Mediation
Mediation is a consensual, confidential, and informal negotiation process facilitated by an independent mediator. Mediation aims to help the parties have a constructive conversation to identify the issues and develop a mutually acceptable agreement.
Adjudication
Adjudication is a dispute resolution process where an experienced and independent third party (the adjudicator) is appointed to make a decision. After considering any relevant evidence and submissions presented to them, the adjudicator issues a legally binding determination on the matters in dispute. Fast-track adjudication is available when a dispute is time-critical and an urgent resolution is required.
Representation and general support
Under the Scheme, applicants can represent themselves or appoint a lawyer or advocate to present the case. Parties also have the right to have support people present at meetings and hearings.
Cultural support
ICRA is committed to ensuring our services are accessible, culturally appropriate and responsive. When requested, ICRA will, with the assistance of our cultural support team, provide a pathway for applicants who wish to apply Māori beliefs, principles, values and practices that derive from Mātaurana Māori (traditional knowledge) for improved outcomes. Our cultural support framework, Te Korowai Kākahu o Te Umanga Arotake Amuamu Motuhake, recognises the fluid nature of Tikanga Māori across different rohe (regions) and affirms our commitment to providing services that respect Te Tiriti o Waitangi and its partnership, protection, and participation principles.
Here to help
If you are unhappy with a decision FENZ has issued in response to your claim, are still waiting for a response from FENZ after 90 days from lodging your complaint, or would like more information about the Scheme, our Case Management Team is here to help.
