ICRA - Independent Complaint and Review Authority

ICRA - Independent Complaint and Review Authority We are part of The ADR Centre, leading independent provider of private commercial dispute resolution

When an organisation makes a decision that affects someone, a benefit, a licence, a claim, a service, that person deserv...
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/

ICRA Workplace Resolve Service Part 4 | The cost of unresolved workplace conflictUnresolved workplace conflict rarely st...
28/08/2026

ICRA Workplace Resolve Service Part 4 | The cost of unresolved workplace conflict

Unresolved workplace conflict rarely stays still.

It doesn't disappear because no one talks about it. It doesn't resolve itself because everyone is busy. It grows — quietly, and at a cost most organisations never fully account for.

The visible costs:
• Legal fees when a concern escalates to a formal grievance or ERA referral
• Investigation costs when early intervention would have been a fraction of the price
• Recruitment and onboarding when conflict drives good people out the door

The hidden costs run deeper:
• Productivity lost when teams walk on eggshells around an unresolved issue
• Management time absorbed by something that should have been addressed weeks earlier
• Morale eroded across a team watching how leadership responds — or doesn't

The cost of acting early is often lower than the cost of waiting.

An early conversation with ICRA Workplace Resolve costs a fraction of what a full investigation costs. A preliminary assessment costs a fraction of what an ERA proceeding costs. And early intervention preserves something formal processes rarely can — the working relationship.

The question isn't whether unresolved conflict has a cost. It does.

The question is when you choose to address it.

Learn more at: icra.co.nz/our-services/workplace-resolve

ICRA Workplace Resolve Service Part 3 | Confidential, early, impartial: what makes ICRA's Workplace Resolve differentWhe...
21/08/2026

ICRA Workplace Resolve Service Part 3 | Confidential, early, impartial: what makes ICRA's Workplace Resolve different

When a workplace concern arises, organisations face a common tension.

Act too slowly and the issue grows. Act without the right process and the response itself becomes the problem — perceived as biased, disproportionate, or unfair.

What's needed in that moment is support that is confidential, early, and independently credible. That's what Workplace Resolve is built around.
• Confidential - Every engagement is confidential, whether it's an early advice conversation, a preliminary assessment, or a full investigation. That confidentiality protects the organisation, the individuals involved, and the integrity of the outcome. It also makes it easier for concerns to be raised honestly in the first place.
• Early - Workplace Resolve is designed to engage before issues escalate — not after. The earlier independent support is brought in, the more options are available and the lower the risk of a concern becoming a formal complaint, an ERA referral, or a reputational issue. Most organisations reach out too late. The ones that don't are often the ones with a process for early intervention.
• Impartial - ICRA's practitioners are external specialists with no stake in the outcome. That independence protects the organisation's credibility when decisions are challenged — and gives employees confidence that the process is genuinely fair.

For boards, executives, and HR teams, independent credibility matters more than most people realise — until they need it.

Learn more at: icra.co.nz/our-services/workplace-resolve

ICRA Workplace Resolve Service Part 2 | Most workplace concerns don't start as complaints. Here's what to do before they...
14/08/2026

ICRA Workplace Resolve Service Part 2 | Most workplace concerns don't start as complaints. Here's what to do before they do

A formal complaint is rarely where a workplace issue begins.

It begins with a conversation that didn't land well. A pattern that's hard to name. A manager who isn't sure whether to act — or how.

And in that uncertain space, most organisations do one of two things. They wait. Or they escalate prematurely. Both may make things worse.

Waiting allows a concern to grow — quietly affecting morale, trust, and productivity. Escalating too quickly can harden positions and create a formal process where an informal one might have been enough.

The question isn't whether to act. It's how to act proportionately.

Before a concern becomes a complaint, ICRA Workplace Resolve offers:
• Confidential early advice — guidance on what the issue is and what response is appropriate right now
• Preliminary assessment — an independent read on the situation when the full picture isn't yet clear
• Process planning — help structuring the right response, at the right level, before the wrong process makes things harder

Early intervention doesn't mean minimising a concern. It means responding to it in a way that's fair, proportionate, and genuinely likely to resolve it.

The earlier you act, the more options you have. Learn more at: icra.co.nz/our-services/workplace-resolve

What an inspiring day at the AMINZ Conference 2026 so farWe’ve already had the opportunity to connect with industry lead...
07/08/2026

What an inspiring day at the AMINZ Conference 2026 so far

We’ve already had the opportunity to connect with industry leaders, practitioners, and members of the dispute resolution community, engaging in meaningful conversations about the future of our profession.

From the impact of technology and globalisation to cultural complexity, evolving client expectations, and the changing role of dispute resolution professionals, today’s discussions are highlighting the importance of adapting and innovating in an increasingly complex world.

As part of The ADR Centre group, ICRA is proud to be part of these conversations and to continue exploring how we can deliver dispute resolution services in ways that meet the changing needs of our communities.

We look forward to more insightful discussions, new connections, and shared learning throughout the rest of the conference.

If you’re attending AMINZ Conference 2026, come and say hello at The ADR Centre stand. We’d love to connect with you.

Looking forward to AMINZ Conference 2026With just one week to go until AMINZ Conference 2026, ICRA is looking forward to...
31/07/2026

Looking forward to AMINZ Conference 2026

With just one week to go until AMINZ Conference 2026, ICRA is looking forward to joining dispute resolution professionals from across Aotearoa New Zealand for one of the industry's leading events.

This year's theme, "Delivering dispute resolution services differently in a rapidly changing world," reflects the evolving challenges facing businesses, communities, and individuals. As technology, connectivity, and expectations continue to reshape how we live and work, the demand for accessible, effective, and future-focused dispute resolution services has never been greater.

We're particularly excited that Catherine Green, Director of The ADR Centre, will be joining a panel of leading practitioners to explore: "How small businesses resolve disputes in an increasingly connected economy facing ever more global challenges."

As part of The ADR Centre Group, ICRA looks forward to connecting with fellow practitioners, sharing expertise, and contributing to discussions on independent complaints management, workplace conflicts, and the evolving role of fair, impartial resolution processes in organisations across Aotearoa New Zealand.

We look forward to seeing many of you there.

ICRA Workplace Resolve Service Part 1 | What is it and who is it for?Most workplace issues don't start as formal compla...
24/07/2026

ICRA Workplace Resolve Service Part 1 | What is it and who is it for?

Most workplace issues don't start as formal complaints. They start as a concern. A conversation that didn't go well. A pattern that's hard to name but difficult to ignore.

And how an organisation responds in those early moments matters more than most people realise.

Left unaddressed, what begins as an isolated concern can affect morale, erode trust, and create real legal and reputational risk. What looks like one complaint can sometimes point to something broader.

That’s where ICRA Workplace Resolve comes in — providing independent support to organisations navigating workplace concerns, investigations, and people-related risks, helping them respond early, fairly, and with confidence.
Depending on what's needed, it covers:
• Early advice — guidance when you're unsure what process is appropriate
• Preliminary assessment — independent clarity when the full picture isn't yet clear
• Workplace investigations — balanced and defensible when a formal response is required
• Organisational review — when one complaint may reflect something systemic

Who is it for?
HR and people teams, boards and executives, legal and risk functions, and public and private sector organisations — anyone who needs an experienced, independent hand when workplace issues arise.

Find out more: icra.co.nz/our-services/workplace-resolve

The Independent Review Process | Part 4 - What happens after the outcomeOnce the independent reviewer has considered all...
17/07/2026

The Independent Review Process | Part 4 - What happens after the outcome

Once the independent reviewer has considered all information, a formal decision is issued.

This outcome is provided to both parties and will either confirm, vary, or overturn the original decision, depending on what the reviewer determines based on the evidence and applicable framework.

The purpose of this step is to provide a clear, independent conclusion so that parties can move forward with certainty and confidence in the process. An independent review not only resolves the immediate issue but also provides valuable insight into how decisions and processes can be improved over time.

Get in touch to see how we can help: https://icra.co.nz/our-services/independent-reviews/

Celebrating Matariki at ICRAThis morning, we joined the rest of teams across The ADR Centre to celebrate Matariki — a ti...
09/07/2026

Celebrating Matariki at ICRA

This morning, we joined the rest of teams across The ADR Centre to celebrate Matariki — a time for reflection, connection, and new beginnings here in Aotearoa.

At its heart, Matariki represents whanaungatanga (connection), manaakitanga (hospitality), and the opportunity to remember the past while celebrating the present and looking ahead to the future — values that resonate deeply in how we support one another and the communities we serve.

To honour the occasion, each colleague brought a dish representing their cultural background. From shared flavours to shared stories, it was a beautiful reminder of the diversity that enriches our workplace and the strength that comes from unity.

A highlight of the morning was welcoming the talented daughters and nieces of Allyson Miller from our Family Dispute Resolution Centre. Dressed in traditional attire, their beautiful songs and dances brought the spirit of Matariki to life and created a truly memorable moment for everyone.

Moments like these remind us that meaningful connections — in our workplace and in dispute resolution — are built on understanding, respect, and shared experiences.

Wishing everyone a joyful and meaningful Matariki.

The Independent Review Process | Part 3 - What the reviewer actually looks atAn independent reviewer’s role is to assess...
02/07/2026

The Independent Review Process | Part 3 - What the reviewer actually looks at

An independent reviewer’s role is to assess the decision or process from an objective and structured standpoint. Rather than re-arguing the dispute, the reviewer focuses on whether the correct process was followed and whether the decision was reasonable based on the information available at the time.

This includes considering all submissions, relevant documentation, and the reasoning behind the original decision. The aim is to ensure the outcome aligns with the applicable framework, rules, or guidelines. Importantly, the reviewer is independent and impartial, ensuring the assessment is made without influence from any party involved in the original decision.

In the final part of this series, we’ll look at what happens once the review outcome is reached.

Get in touch to see how we can help: https://icra.co.nz/our-services/independent-reviews/

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