• What we will do

    To ensure we apply the law correctly to your circumstances we will, where appropriate:

    • talk with you to ensure we have a shared understanding of the issues and relevant facts in the matter
    • ask for any additional information we think we need to make our decision and explain to you why we need it
    • explain our view to you and listen to, and fully consider, any issues or alternative views you put forward
    • ensure we are clear on where we agree and work to identify and, if possible, resolve any issues in dispute
    • ensure our external lawyers are aware of and follow our policies on dispute management
    • send someone to you that has the authority to settle to all dispute resolution processes or when this is impractical, someone with authority will be available to participate by video or phone.
      Last modified: 07 Sep 2015QC 26517