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

31/07/2026

Looking forward to AMINZ Conference 2026

With just one week to go until AMINZ Conference 2026, ICRA is looking forward to joining dispute resolution professionals from across Aotearoa New Zealand for one of the industry's leading events.

This year's theme, "Delivering dispute resolution services differently in a rapidly changing world," reflects the evolving challenges facing businesses, communities, and individuals. As technology, connectivity, and expectations continue to reshape how we live and work, the demand for accessible, effective, and future-focused dispute resolution services has never been greater.

We're particularly excited that Catherine Green, Director of The ADR Centre, will be joining a panel of leading practitioners to explore: "How small businesses resolve disputes in an increasingly connected economy facing ever more global challenges."

As part of The ADR Centre Group, ICRA looks forward to connecting with fellow practitioners, sharing expertise, and contributing to discussions on independent complaints management, workplace conflicts, and the evolving role of fair, impartial resolution processes in organisations across Aotearoa New Zealand.

We look forward to seeing many of you there.

24/07/2026

ICRA Workplace Resolve Service Part 1 | What is it and who is it for?

Most workplace issues don't start as formal complaints. They start as a concern. A conversation that didn't go well. A pattern that's hard to name but difficult to ignore.

And how an organisation responds in those early moments matters more than most people realise.

Left unaddressed, what begins as an isolated concern can affect morale, erode trust, and create real legal and reputational risk. What looks like one complaint can sometimes point to something broader.

That’s where ICRA Workplace Resolve comes in — providing independent support to organisations navigating workplace concerns, investigations, and people-related risks, helping them respond early, fairly, and with confidence.
Depending on what's needed, it covers:
• Early advice — guidance when you're unsure what process is appropriate
• Preliminary assessment — independent clarity when the full picture isn't yet clear
• Workplace investigations — balanced and defensible when a formal response is required
• Organisational review — when one complaint may reflect something systemic

Who is it for?
HR and people teams, boards and executives, legal and risk functions, and public and private sector organisations — anyone who needs an experienced, independent hand when workplace issues arise.

Find out more: icra.co.nz/our-services/workplace-resolve

17/07/2026

The Independent Review Process | Part 4 - What happens after the outcome

Once the independent reviewer has considered all information, a formal decision is issued.

This outcome is provided to both parties and will either confirm, vary, or overturn the original decision, depending on what the reviewer determines based on the evidence and applicable framework.

The purpose of this step is to provide a clear, independent conclusion so that parties can move forward with certainty and confidence in the process. An independent review not only resolves the immediate issue but also provides valuable insight into how decisions and processes can be improved over time.

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

09/07/2026

Celebrating Matariki at ICRA

This morning, we joined the rest of teams across The ADR Centre to celebrate Matariki — a time for reflection, connection, and new beginnings here in Aotearoa.

At its heart, Matariki represents whanaungatanga (connection), manaakitanga (hospitality), and the opportunity to remember the past while celebrating the present and looking ahead to the future — values that resonate deeply in how we support one another and the communities we serve.

To honour the occasion, each colleague brought a dish representing their cultural background. From shared flavours to shared stories, it was a beautiful reminder of the diversity that enriches our workplace and the strength that comes from unity.

A highlight of the morning was welcoming the talented daughters and nieces of Allyson Miller from our Family Dispute Resolution Centre. Dressed in traditional attire, their beautiful songs and dances brought the spirit of Matariki to life and created a truly memorable moment for everyone.

Moments like these remind us that meaningful connections — in our workplace and in dispute resolution — are built on understanding, respect, and shared experiences.

Wishing everyone a joyful and meaningful Matariki.

02/07/2026

The Independent Review Process | Part 3 - What the reviewer actually looks at

An independent reviewer’s role is to assess the decision or process from an objective and structured standpoint. Rather than re-arguing the dispute, the reviewer focuses on whether the correct process was followed and whether the decision was reasonable based on the information available at the time.

This includes considering all submissions, relevant documentation, and the reasoning behind the original decision. The aim is to ensure the outcome aligns with the applicable framework, rules, or guidelines. Importantly, the reviewer is independent and impartial, ensuring the assessment is made without influence from any party involved in the original decision.

In the final part of this series, we’ll look at what happens once the review outcome is reached.

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

26/06/2026

The Independent Review Process | Part 2 - What happens once it’s lodged

Once an application for review is received, the process formally moves into the review stage.

The matter is allocated to an independent reviewer who is separate from the original decision-making body. At this point, both parties are notified and the review process is set in motion.

Information relevant to the decision is gathered, and both sides are given the opportunity to provide submissions and supporting material. This ensures the reviewer has a complete and balanced understanding of the issues before any assessment is made. The focus at this stage is clarity, structure, and fairness, ensuring all relevant information is properly before the reviewer.

In the next part, we’ll explore what the reviewer actually looks at when assessing a decision.

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

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!

ICRA - Independent Complaint and Review Authority

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