Resolving disputes


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.

    Last modified: 26 Jul 2016QC 37592