The Arbitral Advantage: Customer Service

Journal article | December 2014 | Available for purchase & free for members


This article is intended to be controversial for which I make no apology.

Many arbitrators have complained about the level of arbitral business which they receive and, bluntly, they are at a loss as to why business is not better. They often ask their peers what the problem is and receive a similar answer – ‘I do not know’.

The situation is particularly puzzling when alternative disputes resolution (ADR) appears to receive a constant level of good press, state of the art legislation is now operating at the State and Commonwealth levels and new modern arbitral facilities appear to abound.

The framework therefore seems to be good. So what is the problem?

In my view the answer to the problem (assuming you agree that there is a problem) lies in a controversial area, namely customer service.

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We thank the author of this article Steve White and the journal editor Russell Thirgood for their contribution to this journal.

Tags: Arbitration, Legal practice, Dispute handling administration