ICRA - Independent Complaint and Review Authority

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We are part of The ADR Centre, leading independent provider of private commercial dispute resolution

22/10/2026

What happens when you've raised a concern with Fire and Emergency, but it hasn't been resolved?

The Fire and Emergency Dispute Resolution Scheme provides an independent pathway for eligible disputes involving Fire and Emergency volunteers and members of the public.

In most cases, the first step is to try to resolve the issue directly with Fire and Emergency.

If you're not happy with the outcome of your complaint, or believe it is taking too long to receive a response, you may be able to apply to use the independent Scheme administered by ICRA.

Depending on the circumstances, facilitation, mediation or adjudication may be available.

If you're at the UFBA AGM Conference Hui this weekend, come and talk with the ICRA team about how the Scheme works.

A pathway when something hasn't been resolved.

Learn more about the Scheme → https://icra.co.nz/our-services/fire-and-emergency-dispute-resolution-scheme/

15/10/2026

Not every workplace concern needs the same response.

Some situations may need early guidance. Others may require a closer assessment of what has happened. In some circumstances, a formal investigation or broader organisational review may be appropriate.

The important first step is understanding the concern before deciding what process should follow.

Listening carefully, considering the circumstances and responding at the right level can help organisations avoid both under-reacting and unnecessarily escalating an issue.

ICRA Workplace Resolve provides independent support to help organisations identify the right response at the right time - from early advice and preliminary assessment through to formal investigation and organisational review.

Learn more about Workplace Resolve → https://icra.co.nz/our-services/workplace-resolve/

08/10/2026

Independence is an important part of a fair process.

But independent doesn't have to mean impersonal.

Behind every complaint, review or dispute are people who may be dealing with uncertainty, frustration or a situation that matters deeply to them.

A fair process should provide independence and impartiality while also giving people a clear understanding of what is happening, what is expected of them and what comes next.

For organisations, this can help build confidence in the process. For the people involved, it can help ensure they feel heard and treated with respect - even when the issues themselves are difficult.

Good process is not only about reaching an outcome. How people experience the process matters too.

05/10/2026

We’re growing our ICRA team

The Independent Complaint and Review Authority (ICRA), part of The ADR Centre group of companies, is currently recruiting for a Case Coordinator to join our team in Takapuna.

This is an exciting opportunity for someone who is organised, people-focused and comfortable managing multiple priorities, while helping guide cases through the dispute resolution process.

Interested in the role?
Learn more and apply: https://nz.seek.com/job/94967734
If you or someone in your network could be a great fit, we’d love to hear from you.

To learn more about ICRA and the work we do, visit: https://icra.co.nz/

02/10/2026

A complaint can be an opportunity to listen, learn and improve.

Complaints can highlight more than an individual concern. They can also tell an organisation something about the way its services, systems or processes are working.

Handled well, a complaint can help identify recurring issues, gaps in communication or areas where expectations are unclear.

That makes complaint management about more than resolving the matter in front of you. It can also create an opportunity to listen, learn and improve.

An effective complaints process gives people a clear way to raise concerns, while helping organisations respond consistently, identify patterns and build greater confidence in the way issues are handled.

At ICRA, we work with organisations to support fair, independent and effective complaint management.

Learn more about ICRA's Complaint Management services → https://icra.co.nz/our-services/complaint-management/

25/09/2026

When a workplace issue surfaces, how you respond in the first few weeks matters

Most workplace concerns don't start as formal complaints. They start as something smaller, a comment that didn't sit right, a tension nobody's addressed, a pattern that's been building quietly.

How an organisation responds in that early window often shapes what happens next. Left unaddressed, small issues can affect morale, productivity and trust. Addressed well, they rarely need to become anything more.

ICRA Workplace Resolve gives organisations independent support to work out the right response, at the right level, without unnecessary delay, whether that's early advice, a preliminary assessment, a formal investigation, or a broader organisational review.

You don't need to already know which one you need. That's exactly what independent, experienced support is for.

See how Workplace Resolve can help → https://icra.co.nz/our-services/workplace-resolve/

18/09/2026

Dispute resolution that reflects the people going through it

Fair process looks different depending on who's involved, and for many people, feeling genuinely heard means the process needs to reflect their own cultural values, not just legal ones.

That's why ICRA offers Te Korowai Kākahu o Te Umanga Arotake Amuamu Motuhake, a wrap-around tikanga Māori cultural support framework that parties can choose to incorporate into their complaint, conflict management, or dispute resolution process.

It's not a replacement for a fair, independent process. It's a way of making sure that process can hold space for tikanga where it matters to the people involved.

Good dispute resolution isn't only about reaching a fair outcome. It's about people feeling that the process itself respected who they are.

Learn about our Tikanga Māori Framework → https://icra.co.nz/cultural-support/

15/09/2026

We’re growing our ICRA team

The Independent Complaint and Review Authority (ICRA), part of The ADR Centre group of companies, is currently recruiting for two positions in Takapuna:
• ICRA Case Manager
Learn more and apply: https://ow.ly/pA8F50ZO5th
• Resolution Specialist
Learn more and apply: https://ow.ly/gt7u50ZO5tg

These are exciting opportunities to join a supportive team and contribute to the fair and effective resolution of complex matters.

If you or someone in your network could be a great fit, we’d love to hear from you.

11/09/2026

A good complaints process protects more than just your reputation

Every organisation gets complaints eventually, from customers, clients, members, or the public. What matters isn't whether complaints happen. It's how they're handled once they do.

A weak or inconsistent complaints process can turn a manageable issue into a bigger one, frustrated complainants, inconsistent outcomes, and in some cases, regulatory or reputational risk.

A well-designed complaints process does the opposite. It gives people a clear way to raise a concern, sets consistent standards for how complaints are assessed, and helps organisations spot patterns before they become systemic problems.

ICRA works with organisations to review, strengthen, and independently manage complaint handling, so concerns get resolved fairly, consistently, and before they escalate.

Explore our Complaint Management services → https://icra.co.nz/our-services/complaint-management/

04/09/2026

When an organisation makes a decision that affects someone, a benefit, a licence, a claim, a service, that person deserves a fair way to have it looked at again if they disagree.

That's what an independent review is for. Someone with no stake in the original decision looks at what happened, checks whether the right process was followed, and gives an impartial view on the outcome.

It's not about assuming the original decision was wrong. It's about giving people confidence that if something did go wrong, there's a fair, independent way to have it checked.

For organisations, having an independent review option in place also builds trust, with the people you serve, and with the public more broadly.

See how our Independent Reviews work → https://icra.co.nz/our-services/independent-reviews/

Address

Level 2, 129 Hurstmere Road
Auckland
0622

Telephone

+6494867140

Website

https://icra.co.nz/

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