Many disputes involving information gathering arise because of simple misunderstandings. To help minimise misunderstandings, when possible we manage our information-gathering activities by:
- gaining an understanding of your circumstances, what records you keep and how you keep them
- working with you to obtain information in a mutually convenient format
- clearly explaining why we need your information
- discussing the due dates of our request for information with you
- contacting you shortly after we send a request for information
- having regular discussions with you on the progression of our information-gathering activities.
If you have a dispute with us in relation to our information-gathering activities, you can expect that we will:
- seek to identify the issues in dispute and resolve them as early and fairly as possible
- engage our advisers and decision makers if needed
- consider the cost of managing the dispute for both of us
- manage disputes in a courteous manner
- follow our principles for managing disputes
- use alternatives to more formal dispute resolution approaches, where appropriate
- ensure we obtain relevant information and evidence
- ensure we litigate the right cases for the right reasons.
For more about our principles for managing disputes, see our Disputes policy.