The Dispute Resolution for Credit Consumers Research Project analyses and assesses the effectiveness, accessibility and the procedural fairness of the dispute resolution processes offered in Victoria Australia through the Victorian Civil and Administrative Tribunal (VCAT) and Consumer Affairs...

This project is designed to explore ways of more effectively tracking both the tangible and intangible costs and benefits of Customer Complaint Management, thereby enabling the calculation of a meaningful Return on Investment. This outcome will inform how organisations should effectively address...