ADR will be the best way to resolve the concern if the concern is only between the licensee and the complainant, doesn’t involve issues of wider public interest and is capable of being resolved between the licensee and the complainant.
ADR is a process where the licensee and the complainant, with the assistance of a mediator, identify the issues, develop options, and consider alternatives to reach an agreement.
We arrange the ADR and there is no cost to either party.
The benefit of ADR is that the concern will be resolved to both parties satisfaction as quickly as possible.
What happens and when:
- Both the licensee and the complainant will be asked to confirm that they agree to ADR. We aim to do this within 5 working days of receiving the concern.
- A Complaints Assessment Committee (CAC) will be notified of the concern and that both parties have agreed to attend ADR. The CAC will formally refer the matter to ADR.
- We will set up the ADR and advise the time and place. We aim to do this in 20 working days (4 weeks) of receiving the concern.
- Once ADR is complete and a resolution has been agreed to both parties will receive a letter confirming the outcome. The outcome will be recorded in a decision by the CAC.
We aim to have a resolution to the concern within 40 working days (8 weeks) of receiving the concern.
If agreement isn’t reached during ADR we will do an investigation into any outstanding concerns. A CAC will then make a final decision. More information on the CAC process can be found in the Enforcement section.
