Quality professional standards for mediators, both in Australia and overseas, have largely focused on minimum standards required for accreditation of practitioners and the ongoing maintenance or practice standards. The implications of this approach for quality vary, as the entry hurdle can be...

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...

Mediation is increasingly employed in the international and domestic context to support agreement-making and to manage to resolve conflict. Practitioners and participants in such processes may not have clearly defined obligations and may not be subject to any systemic or other controls. As a...

Justice, like beauty, may also be in the eye of the beholder. For some individuals, whether or not an outcome, process and system are 'just' will depend on what is expected, available and perceived. From a societal perspective, however, the definition of 'justice' and determining the reach of...

Some articulations of the ‘multi-door' justice concept have assumed that the court is at the epicentre of the justice system and is critical in the context of dispute resolution referral. In recent decades, there has been a shift in how courts and conceptualized within the justice system and...

This is the Final Report in the ATO ‘Evaluating ADR' project.The Report focuses on a sample of taxation and superannuation disputes involving 118 finalised Alternative Dispute Resolution (ADR) processes that were conducted between July 2013 and June 2014. This Report considers the...

Alternative Dispute Resolution (ADR) processes are increasingly being used to deal with a wide range of disputes that can include regulatory disputes involving government. This article explores the use of ADR in disputes relating to taxation and involves a consideration of effectiveness,...

Mediation is increasingly employed in the international and domestic context to support agreement-making and to manage and resolve conflict. Practitioners and participants in such processes may not have clearly defined obligations and may not be subject to any systemic or other controls. As a...

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...