FairProcess

Dispute resolution & regulatory complaints · Aotearoa New Zealand

A fair process, whichever side of the table you're on.

FairProcess helps people and organisations settle disagreements early, and take complaints to the right regulator in the right way. Independent, structured and plain-spoken.

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If you have a complaint

We help you set out what happened, what you want, and where to take it.

If a complaint is made about you

We help you respond on the facts, on time, and in proportion.

Services

Two ways we help

Most matters start with a short conversation about what has happened and what a good outcome would look like. From there we recommend the lightest process that will work.

01 · Resolve

Dispute resolution

Independent help to reach an agreement both sides can live with, before positions harden and costs climb.

  • Mediation and conciliation, in person in Palmerston North or online anywhere in New Zealand
  • Facilitated meetings and negotiation support
  • Workplace and employment relationship problems
  • Tenancy, neighbour, consumer and service disputes
  • Written settlement terms that record exactly what was agreed
02 · Complain or respond

Regulatory complaints

Help to prepare a clear, evidence-based complaint, or to respond to one, so the decision-maker can deal with the real issue.

  • Working out which body can deal with your complaint, and whether it is in time
  • Chronologies, evidence bundles and complaint letters
  • Responses for licensed professionals, such as immigration advisers, real estate agents and financial advisers, facing a complaint
  • Review of internal complaint-handling processes and policies

Regulators and complaint bodies we work with

Immigration Advisers Authority Real Estate Authority Financial Markets Authority Ombudsman Privacy Commissioner
How it works

From first call to a clear outcome

  1. Stage 1

    Enquiry

    You send a short summary. We check for conflicts of interest before discussing any detail.

  2. Stage 2

    Assessment

    We look at the facts, the timeframes and the options, and tell you plainly what we think will work.

  3. Stage 3

    Process

    Mediation, a facilitated meeting, a complaint or a response, run to an agreed plan and fee.

  4. Stage 4

    Outcome

    A written agreement, a lodged complaint, or a filed response, with next steps set out.

Heard

Each person gets a real chance to put their side and to respond to the other.

Impartial

In mediation we act for the process, not for either party. Conflicts are checked first.

Proportionate

The effort and cost should match what is at stake. Small matters get simple processes.

About

Ava Sanchez-Neal

Ava founded FairProcess after more than two decades of advisory practice in New Zealand and internationally, including work as a New Zealand Tenancy Mediator. She has seen how much a fair, well-run process changes the outcome, and how often good complaints fail because they are hard to follow.

FairProcess is based in Palmerston North and works with clients across New Zealand.

  • ExperienceFormer New Zealand Tenancy Mediator
  • QualificationsMassey University dispute resolution: mediation, arbitration and conciliation
  • ComplaintsResolution Institute Complaint Handling training
  • SystemsExemplar Global Lead Auditor, ISO 9001 quality management
  • Legal backgroundLegal Executive; civil law degree (Colombia)
Contact

Tell us what's happening

A few lines is enough to start. Please leave out sensitive details until we have checked for conflicts and agreed to help.

What do you need help with?