Disputes process

Contact us at any time for advice about the disputes process


CONTACT US


1

When we first hear about a dispute

We will check whether it is a dispute we can look into.

We will tell you if we can look into your dispute within two working days.

If we cannot look into your dispute we will tell you why. We will also tell you about other choices you may have for dealing with your dispute.

2

We will work with the parties to help resolve the dispute

This will often involve a meeting between the parties to discuss the dispute - usually over the phone (a conciliation conference).

3

If the dispute is not resolved between the parties

We will investigate the dispute. This will involve collecting information about the dispute from the parties.

4

The Commissioner can make a determination

The determination process is:

  • The Commissioner will first make a preliminary determination
  • The Commissioner can seek submissions from each party on their views about the preliminary determination (this may be over the phone or in writing)
  • The Commissioner can seek any further information necessary to make a final determination
  • The Commissioner will make a final determination

The final determination is binding unless the Scheme user refers the dispute to a District Court within five working days of the determination.

A Scheme user who is not a member (such as the person who requested broadband, or the person affected by the access request) does not have to accept the Commissioner's determination.

However, the final determination will become binding unless the person refers the dispute to a District Court within five working days of the determination.