Resolving a Dispute
IAMA Industry/Consumer Dispute Resolution Scheme
IAMA introduced the Consumer Dispute Resolution Scheme to provide fair, quick and cost-effective resolution of claims brought by consumers against suppliers of goods and services.
These Rules provide for two stages in the dispute resolution process, namely conciliation and arbitration.
Conciliation is a relatively informal process where an independent person (the Conciliator) assists the parties to negotiate a settlement of their dispute.
Arbitration is a process which provides a final and binding determination of the dispute by an independent person (the Arbitrator), in the form of the Arbitrator's written Award.
The Institute recommends that parties in dispute firstly attempt to resolve their differences by conciliation. Under the Rules, conciliation will always be attempted first unless one or both of the parties expressly decide to proceed directly to arbitration.