Fire and Emergency Dispute Resolution Scheme

A service to help volunteers and members of the public resolve disputes with Fire and Emergency
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​The Fire and Emergency Dispute Resolution Scheme (the Fire and Emergency Scheme) is available to help members of the public and volunteers resolve disputes with Fire and Emergency New Zealand (Fire and Emergency).

If you have lodged a complaint with Fire and Emergency and are not happy with the outcome or believe it is taking too long to get a response to your complaint, you can use our facilitation, mediation or adjudication processes to resolve your dispute.

It is free to use the Fire and Emergency Scheme – there are no application costs or fees.


ICRA’s role

ICRA is a highly respected, experienced, customer-focused provider of independent dispute resolution processes and impartial reviews of, and appeals against, determinations made by public and private sector organisations and government bodies to exercise their statutory powers and duties.

Fire and Emergency has selected ICRA to provide independent mediation, facilitation and adjudication services under the Fire and Emergency Scheme.


Who can use the Fire and Emergency Scheme?

If a Fire and Emergency volunteer, member of the public or an organisation disagrees with something Fire and Emergency has or has not done, or a decision Fire and Emergency has made, they may apply to resolve their dispute through the Fire and Emergency Scheme. In most cases, they must first attempt to resolve the matter directly with Fire and Emergency.

The Fire and Emergency Scheme can also be used to appeal some notices issued by Fire and Emergency.

To learn more about the types of disputes we can help you with, select from one of the two options below:

Contact our case management team if you’re not sure whether the Fire and Emergency Scheme is right for you.

To learn more about the background to the Fire and Emergency Scheme, see About the Scheme.

How can ICRA help resolve your dispute?

If your dispute is suitable for the Fire and Emergency Scheme, you can choose one of our facilitation, mediation or adjudication processes to help resolve your dispute.

Mediation and facilitation are less formal processes. Our mediators and facilitators are skilled and independent people. They are there to manage the negotiation process and guide and assist you without giving advice, expressing opinions or making decisions. Ultimately the power to settle your dispute, and the terms on which you do so, is in your hands.

Adjudication is a more formal process.  It allows you to put your case to an independent third party (the adjudicator), and the adjudicator will make a decision on your dispute. Their decision is binding, which means you and the other parties must comply with it. You can apply for fast-track adjudication if your dispute is time-critical and you need urgent resolution.  You can try facilitation or mediation first and then use adjudication if you are not satisfied with the results.

You will be asked which process you want to use when you make the application.

To learn more about these processes, select from one of the two options below:

 It is free to use the Fire and Emergency Scheme – there are no application costs or fees.

What can I expect from the Fire and Emergency Scheme?

You can expect to be treated with respect and dignity in all your dealings and interactions with us. You can expect prompt and efficient service and responses to inquiries and requests for assistance.  Above all, you can expect independent, fair and accessible dispute resolution processes to enable you to resolve any disputes with Fire and Emergency or Fire and Emergency personnel.


About the Fire and Emergency dispute resolution Scheme

Learn more about the Scheme


Cultural Support Guidelines

Excellent communication throughout my review from start to finish. I feel ICRA are leaders in communication. Why because staff actually want to be available to communicate - they don’t avoid it they don’t use excessive email to do this. Staff were available to phone and if they didn’t answer my call they rang me back, they listened and were understanding. The mediator was professional and fair as he listened to both parties and asked questions of both parties. At the end of the hearing I wasn’t left wondering what the decision would be because of the process of the review asked ACC to explain their decision further I understand now. The decision is coming out soon and I’m not left wondering what it may be because I understand. Yes the staff were helpful, courteous and professional. I found notifications really taking communication to another level, this is excellent and makes communication transparent to parties.

What I especially valued were cultural options available for Māori.

Ngā mihi ICRA

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