ICRA - Independent Complaint and Review Authority, Level 2, 129 Hurstmere Road, Auckland (2026)

19/06/2026

The Independent Review Process | Part 1 - How a review gets started

When decisions are made, it can sometimes be difficult for any organisation or individual to remain fully objective about the outcome or process used.

That’s where an independent review process plays an important role. It provides an opportunity for a decision or process to be assessed from a completely independent and objective standpoint, helping ensure fairness, transparency, and confidence in outcomes.

A review typically begins when an application is submitted to initiate the process. This step formally brings the matter into the independent review framework, allowing it to be considered by a qualified reviewer who is separate from the original decision-making process. From this point, the matter moves into a structured and impartial process designed to test how the original decision was reached and whether it meets the required standards.

In next week’s post, we’ll look at what happens once a review has been lodged and how the process formally begins.

Get in touch to see how we can help: https://icra.co.nz/our-services/independent-reviews/

12/06/2026

Did you know? ICRA offers private mediation services

Private mediation is consensual, confidential, and flexible process that empowers parties to negotiate the right solutions for their dispute. Instead of having a decision imposed by a judge, arbitrator, or adjudicator, parties will work collaboratively with a skilled and independent mediator to:
1. Define the issues in dispute
2. Explore and assess settlement options
3. Negotiate mutually acceptable outcome tailored to their interests and needs

ICRA's mediators are experienced in guiding parties constructively, helping them reach principled solutions that address underlying concerns, preserve relationships where possible, and provide outcomes that meet the practical needs of all involved.

The process is designed to be cost-effective, efficient, and confidential, enabling faster resolution compared to formal litigation. It also allows parties to explore creative, flexible solutions that a court or tribunal may not able to offer.

If you're facing a dispute and want a process that prioritises collaboration, understanding, and practical outcomes, ICRA's private mediation services could help.

Learn more or get in touch: https://icra.co.nz/our-services/private-mediation-services/

05/06/2026

Understanding the ACC Review Process

If you disagree with a decision made by ACC — whether it relates to a claim, levies, or a decision under the Code of ACC Claimants’ Rights — you are entitled to apply for an independent review.

ICRA provides fair, free, and efficient ACC review services through impartial reviewers with expertise in ACC law. These reviewers independently consider all information provided by both parties before making a decision.

Importantly, ICRA is completely independent from ACC. Our role is to ensure the review process is professional, impartial, and accessible for everyone involved.

Our dedicated Case Managers guide parties throughout the process, provide updates, and support users through ICRA’s secure online portal, where documents and progress can be tracked easily.

It is important to note that applications for review must generally be made to ACC within three months of the original decision.

At ICRA, fair process means ensuring people have access to an independent pathway where their concerns can be properly heard and considered.

Learn more about the ACC review process at https://icra.co.nz/our-services/acc-advocates/acc-review-process/

29/05/2026

Celebrating the King’s Birthday at The ADR Centre

To mark the King’s Birthday, our team came together for a relaxed office lunch with fish and chips for everyone to enjoy!

The King’s Birthday is a public holiday in New Zealand, celebrating the reigning monarch and giving people a chance to take a break, reflect, and spend time with family, friends, and colleagues. It’s a moment to acknowledge tradition while enjoying the simple pleasures of community and connection.

It was a wonderful opportunity for our team to take a break, share some laughs, and celebrate the occasion together. Small moments like these remind us that taking time to connect makes our workplace stronger and more enjoyable.

Wishing everyone a Happy King’s Birthday!

22/05/2026

Fair Process Isn't Just a Legal Principle - It's a Human One

At ICRA, fairness isn't something we talk about in only legal terms. It is something we put into practice for people, organisations and government bodies every day.

ICRA provides independent complaint management, conflict support, and review services designed to give everyone a clear, impartial and respectful pathway when decisions, disputes or grievances arise. Our services include private mediation, independent reviews, complaint management, conflict resolution, and specialist statutory review schemes.

What makes fair process meaningful isn't just neutrality on paper. It’s ensuring that people feel heard, understood and supported through their experience with the process. Whether we're working with individuals, businesses or government agencies, our focus is on transparency, equity, and human dignity at every step.

This is what drives us at ICRA and why we believe fair process matters as much to people's wellbeing as it does to good governance.

To learn more about services and how we help parties navigate complaints and reviews fairly and effectively, visit: https://icra.co.nz/

15/05/2026

Know Your Options: Real-World Scenarios

Sometimes it helps to see dispute resolution in action. Here are a few examples of the kinds of situations ICRA can help with:

Workplace complaint — A staff member raises a concern about how a complaint was handled internally. ICRA's complaint management service provides an independent process that protects all parties and restores confidence in the outcome.

Fire and Emergency dispute — A dispute arises between Fire and Emergency New Zealand and an employee. ICRA administers a dedicated scheme to resolve these independently, without going to court.

Commercial disagreement — Two parties reach an impasse over a business relationship. Mediation helps them find a workable resolution together — faster and at a fraction of the cost of litigation.

These are just a few of the situations ICRA handles every year. If you're facing a dispute or complaint and aren't sure where to start, we can help you find the right process.
Learn more: icra.co.nz

15/05/2026

Know Your Options: Real-World Scenarios

Sometimes it helps to see dispute resolution in action. Here are a few examples of the kinds of situations ICRA can help with:

Workplace complaint — A staff member raises a concern about how a complaint was handled internally. ICRA's complaint management service provides an independent process that protects all parties and restores confidence in the outcome.

Fire and Emergency dispute — A dispute arises between Fire and Emergency New Zealand and an employee. ICRA administers a dedicated scheme to resolve these independently, without going to court.

Commercial disagreement — Two parties reach an impasse over a business relationship. Mediation helps them find a workable resolution together — faster and at a fraction of the cost of litigation.

ACC review — An individual disagrees with a decision made by the Accident Compensation Corporation (ACC). ICRA provides an independent review process to ensure decisions are fair, transparent, and properly assessed.

These are just a few of the situations ICRA handles every year. If you're facing a dispute or complaint and aren't sure where to start, we can help you find the right process.

Learn more: icra.co.nz

08/05/2026

Know Your Options: Mediation vs Independent Review

Two of ICRA's most-used services — but they're not the same thing. Here's a quick guide to help you decide which might be right for your situation.

Mediation is a collaborative process. A neutral mediator helps all parties communicate, find common ground, and reach a resolution they've shaped themselves. It works best when there's an ongoing relationship at stake, or when a tailored outcome matters more than a formal finding. The mediator doesn't decide — the parties do.

An Independent Review is different in focus. Rather than resolving a dispute between parties, an independent review looks at whether a decision, process, or outcome was fair, sound, and consistent with the relevant standards. It's less about reaching agreement and more about providing an objective, expert assessment — with practical recommendations attached.

Both services are designed to be faster, more flexible, and more cost-effective than formal legal proceedings — and ICRA brings extensive experience to both.

Not sure which is right for you? Get in touch and we'll help you find the best fit.

Learn more: icra.co.nz

01/05/2026

What is an Independent Review?

It can be difficult to remain fully objective when assessing our own decisions or actions.

An independent review provides the opportunity for a decision or process to be assessed from an entirely independent and objective standpoint. This helps ensure that outcomes are fair, well-reasoned, and aligned with the appropriate standards.

Independent reviews also give organisations and individuals greater confidence in their decisions, while offering valuable insights into how processes can be improved to better meet the needs of stakeholders.

At ICRA, independent reviews are designed to provide clarity, assurance, and practical feedback — supporting better decision-making now and into the future.

Learn more about ICRA’s independent review services: https://icra.co.nz/our-services/independent-reviews/

24/04/2026

Today, we took time together to commemorate ANZAC Day, beginning with a minute of silence to pause and reflect.

Our team then came together for a morning tea dedicated to marking this important day. It was a meaningful opportunity to acknowledge the service, sacrifice, and commitment of all those who have served — past and present.

ANZAC Day reminds us of the enduring values of courage, fellowship, and service, and the importance of remembering those who gave so much so we could enjoy the freedoms we have today.

Lest we forget.

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