After Our Decision

What if I’m unhappy with the outcome?

Consumers are not bound by our recommendations or decisions unless they choose to accept our Determination, in which case it then becomes legally binding upon the organisation your complaint is about.

If you do not agree to accept our Determination, or are unhappy with the outcome, you can still seek alternative routes of redress (such as court).

If the outcome is in my favour, when will the resolution be implemented?

Member providers are required to implement resolutions (such as compensation payments) within 30 working days.

If this has not happened please let us know by contacting your complaint handler via the portal.

PLEASE NOTE:

We are an independent entity, and cannot enforce implementation of the Award ourselves.

If the company you’re in dispute with has not followed our Adjudicator’s directions to implement the resolution, you will need to pursue this in court to enforce it.