Dispute Resolution Services Limited (DRSL) is a specialist dispute resolution Crown Entity company. It provides services and systems to solve disputes between organisations and the people they come into contact with.
DRSL operates throughout New Zealand, and across a range of industry sectors. It is the primary dispute resolution service for settling disputes between consumers and the Accident Compensation Corporation (ACC), and it operates independent dispute resolution schemes for phone and internet providers and for mortgage, finance and insurance companies or advisers and many other types of financial service providers.
DRSL also provides dispute resolution services to other industry sectors, including in employment, health and disability, real estate and environmental areas.
The Telecommunication Dispute Resolution service (TDR) was established as an independent dispute scheme for consumers. The majority of phone and internet providers are members of the scheme, so that TDR covers approximately 98% of the residential and small-to-medium market. The scheme was established in 2007, and has received thousands of calls since it was launched. (Contact Freephone 0508 98 98 98). A typical complaint is about unexpected phone charges.
DRSL also operates the Financial Dispute Resolution (FDR) scheme. FDR was established as part of the regulations introduced to the financial industry by the Government in 2010, which were designed to encourage consumer confidence in the industry and improve the practices of financial service providers and advisers.
DRSL set up and operates FDR, which is the Government’s scheme for consumers who have a dispute with mortgage, finance and insurance companies or advisers that are FDR Scheme Members. (Contact Freephone 0508 337 337). A typical complaint is about unexpected finance charges or actions by a finance company Recent research suggests minority groups are under-represented as complainants. People who speak languages other than English, or are not confident readers, are less likely to use specialised complaint handling services.
To help overcome this issue DRSL and other specialised complaint handling organisations have developed resources for teaching the language of complaint to these groups. The resources are available free online. Anyone can download the information from www.complaintline.org.nz or www.fdr.org.nz or www.tdr.org.nz
You can also contact DRSL on:
Auckland: 09 915 8200
Wellington: 04 918 4900
Christchurch: 03 962 9000
