“Mate, are you dreaming??” Reality testing during complaint resolution

with Sarah Ramsay, Stephanie Newton and Anna Costley


Join Anna, Stephanie and Sarah for a fun, practical, and highly interactive workshop.

They’ll explore the ‘what/when/how and why’ of reality testing parties to a complaint.

You’ll leave with a deeper understanding of how to effectively reality test your parties to empower them to make good decisions on resolving complaints.

This workshop is aimed at those working in complaint resolution processes but is applicable to all dispute resolution practitioners.


Sarah Ramsay
Regulatory Services Manager
Real Estate Authority

Sarah has been practising in the conciliation/complaint resolution space for over 10 years. In 2014 she received the LEADR practitioner award for achievement by an emerging mediator.

As the Regulatory Services Manager at the Real Estate Authority, she is responsible for leading and coaching a team of dispute resolution professionals to deliver high-quality resolution services to consumers and real estate agents.

Sarah is a coach and assessor for Resolution Institute and a trainer on the Resolution Institute 5 day mediation course.

Outside of her mediation work she is the co-founder of an electric vehicle start-up, a salsa dancer, and proud fur-Mum of two adorable SPCA cats.


Stephanie Newton
Case management team leader
Financial Services Complaints Ltd

Stephanie manages Financial Services Complaints Ltd (FSCL) case management team in their investigations of complaints across various financial services including insurance, financial advice, consumer credit, KiwiSaver, and trustee services. Stephanie assists parties to a complaint in reaching a mutually satisfactory resolution (conciliation), and where a decision is required, gathers information and drafts decisions for FSCL’s CEO’s review.

Stephanie regularly presents training seminars to FSCL participants and consumer groups on topical issues affecting financial services, and about how to recognise and deal effectively with complaints. She also oversees FSCL’s submissions timetable on relevant regulatory and legislative change.

After gaining her law and history degrees from the University of Canterbury, Stephanie worked as a family law solicitor for two years in Invercargill, followed by two years in Cardiff, Wales, working in a legal assistant/support role. Stephanie moved to Wellington and joined FSCL’s team in 2013 and is an accredited mediator through the Resolution Institute.


Anna Costley
Mediator ǀ Kaihohourongo
New Zealand Human Rights Commission ǀ Te Kāhui Tika Tangata


Anna an accredited mediator and restorative justice facilitator in Wellington. She works as a mediator at the Human Rights Commission, where she facilitates early resolution and mediation processes for complaints of unlawful discrimination under the Human Rights Act. This includes complaints of sexual harassment, disability discrimination and racial discrimination.

Anna’s background is in restorative justice, so she blends restorative principles into her mediation practice whenever possible.