What is Alternative Dispute Resolution (ADR)?

Alternative Dispute Resolution (ADR) is essentially an alternative to going to court to resolve disputes. ADR schemes/offices provide a low-cost and relatively informal way of resolving consumer complaints.

Independence strongly underpins the way schemes/offices that are part of ANZOA undertake their ADR roles.

In practice, this means -

following the principles of ‘natural justice’ or fair hearing
allowing each party a fair opportunity to explain their perspective
allowing each party equal opportunity to provide any further information that may be relevant to the investigation
not pre-judging a complainant
avoiding personal conflicts of interest
avoiding the deliberate withholding of information, so that one party can obtain a better outcome.