Resolving disputes

Overview

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.

View our Disputes policy for more about our principles for managing disputes.