Our customer service charter sets out the standards we expect of ourselves in providing you with fair, prompt, and cost-effective dispute resolution and conflict management services.


We are committed to:

  • providing our services with honesty and integrity at all times;
  • being ethical and professional in all our actions and decisions;
  • providing you with clear information so that you can understand your options;
  • listening to you courteously and with respect;
  • responding to your enquiries promptly;
  • providing highly efficient, consistent and professional services;
  • maintaining independent panels of arbitrators, mediators, counsellors and other experts who are experienced, respected and recognised as leaders in family and relationship matters; and
  • continually striving to deliver New Zealand’s most reliable, independent, nationwide dispute resolution services.


In return, we ask that you help us to maintain our standards by:

  • ensuring all information provided to us is accurate and up to date;
  • updating any information provided to us as and when necessary;
  • carefully reading any information we provide to you;
  • asking us if you are unsure about anything relating to our services;
  • letting us know promptly if you have particular concerns or requirements that are relevant to the services we provide to you;
  • giving us feedback and suggestions if you think there is anything we could be doing better; and
  • treating all of our people with respect and courtesy, they really are doing their best to provide you with assistance.
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