Benchmarks for Industry-based Customer Dispute Resolution

Principles and Purposes

The Benchmarks for Industry‑based Customer Dispute Resolution provide standards for industry‑based dispute resolution in Australia and New Zealand, a mechanism that offers businesses with another avenue of recourse for their consumers to resolve any disagreements that may arise when transacting.  It articulates the underlying principles  and purposes for six benchmarks of dispute resolution services: accessibility, independence, fairness, accountability, efficiency and effectiveness.

The Benchmarks for Industry‑based Customer Dispute Resolution are complementary to the Key Practices for Industry‑based Customer Dispute Resolution which provide dispute resolution services with practical ways of implementing the benchmarks in their schemes.