FairWay’s core business is conflict management and dispute resolution.
We handle around 14,000 disputes each year using a range of techniques including conciliation, mediation, adjudication and arbitration. No other company in New Zealand offers conflict management services on a similar scale. We have the infrastructure to support this scale.
Elements of our infrastructure include the following.
Accredited dispute resolution practitioners
To be a dispute resolution professional for FairWay, our staff and contractors must be accredited or a member of a relevant dispute resolution professional body – AMINZ, Resolution Institute or the NZ Law Society. Most of our adjudicators have legal qualifications and all have extensive experience in the field that they are working in.
Four offices with purpose-built facilities
We have offices in Auckland, Wellington, Christchurch and Dunedin and each of which has dedicated purpose-built facilities for mediation and adjudication meetings. All offices have been designed with health and safety protocols in mind. In addition, we have contracts with accredited dispute resolution practitioners in most towns and cities in New Zealand so we can provide a nationwide service.
Case management processes and systems
Given the volume of cases handled by FairWay, it is critical that we have efficient and robust case management systems and processes. At one end of the spectrum, FairWay has a sophisticated, dynamic case management system for recording, tracking, managing and reporting on disputes for its large volume schemes. At the other end of the spectrum, we can build a simple fit-for-purpose case management system for smaller schemes that does not require significant upfront investment. Our system is underpinned by proven best practices in management of complaints and disputes.
Dedicated staff responsible for scheme operation
Our scale means that we can resource schemes with separate roles to ensure the smooth operation and customer-focussed processes. Aside from dispute resolution specialists, key roles are the scheme director, scheme manager and facilitators.
Committed to meeting the needs of culturally diverse customers
FairWay has extensive experience providing services to customers with a diverse range of cultural backgrounds. Our current customer base is diverse, and we ensure our services are designed to meet the cultural and language needs of all customers.
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