Disputes process

You can contact us at any time for advice about the disputes process.

Our contact details

1 When we first hear about a dispute

We will check whether it is a dispute we can look into.

We aim to tell you if we can look into your dispute within five working days.

If we cannot look into your dispute we will tell you why. We will also tell you about other choices you may have for dealing with your dispute.

More information

Fact sheet - Looking into your dispute

Fact sheet - The statutory right of access

2 We will work with the parties to help resolve the dispute

This will often involve a meeting between the parties to discuss the dispute - usually over the phone (a conciliation conference).

More information

List of Members

Conciliation conferences

3 If the dispute is not resolved between the parties

We will investigate the dispute. This will involve collecting information about the dispute from the parties.

4 The Commissioner can make a determination

The determination process is:

  • The Commissioner will first make a preliminary determination
  • The Commissioner can seek submissions from each party on their views about the preliminary determination (this may be over the phone or in writing)
  • The Commissioner can seek any further information necessary to make a final determination
  • The Commissioner will make a final determination

The final determination is binding unless the Scheme user refers the dispute to a District Court within five working days of the determination.

A Scheme user who is not a member (such as the person who requested broadband, or the person affected by the access request) does not have to accept the Commissioner's determination.

However, the final determination will become binding unless the person refers the dispute to a District Court within five working days of the determination.