ADR Statistics (2m)

7/26/2019 ADR Statistics (2m)

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National Alternative Dispute Resolution Advisory Council


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ADR: published statistics

ADR StatisticsPublished Statistics on Alternative

Dispute Resolution in Australia

2003

2


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Notes1 This document has been prepared by the secretariat of the National Alternative Dispute

Resolution Advisory Council (NADRAC) to assist Council in its consideration of issuesconcerning ADR research and data collection

2 The document collates statistics on ADR that are routinely collected and contained in

publicly available !eb"based or printed documents#especially published annual reports$rganisations may collect statistics that are not published and some may have conductedone off research studies or surveys %uch statistics are not included in this document

& 'n cases !here very detailed statistics are reported# summary data only has been includedAggregated data is used !here such data is available

%ome annual reports include statistics from previous years 'n such cases# theconsolidated statistics from the most recent reports are used

The document provides an overvie! of statistical information concerning ADR Cautionshould be e*ercised in interpreting this information+

,here no ADR# or ADR statistics# are reported# this does not mean that ADR

services are not provided or that statistics are not recorded

Comparisons bet!een the statistics of organisations are difficult due to differentcase management and data collection processes

%tatistics need to be considered in conte*t Readers are encouraged to vie! the

annual reports and other literature provided by particular organisations- ,hile the data has been chec.ed !ith relevant organisations# it does not claim to be

e*haustive The tables !ill be updated as further information becomes availableCorrections or additions may be sent to nadrac/aggovau# or to NADRAC secretariat#Robert 0arran $ffices# ART$N# ACT# 2-

Terms searched for:ADR

Adjudication (non"3udicial)Alternative dispute resolution

PDRPrimary Dispute Resolution

Assisted dispute resolution

Dispute resolutionConferences

Conciliation

Counselling (Family Court)

Determination(non"3udicial)Decision making (non"3udicial)

MediationNegotiationCase appraisal

arly neutral evaluation

Ar!itration"ettlement

&


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Contents

1 COURTS 7

Commonwealth 74amily Court of Australia 54ederal Court 64ederal 7agistrates %ervice 6

Australian Capital Territory 9

%upreme Court 87agistrates Court 8

New South Wales 10

%upreme Court 1District Court 119and and :nvironment Court 11

9ocal courts 11

Northern Territory 11

%upreme Court 117agistrates Court 11

Queensland 12

%upreme Court 12District Court 1&Children;s Court 1&7agistrates Court 1&

South Australia 13

%upreme Court 1&District Court 1&7agistrates Court 1:nvironment Resources and Development Court 1


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2 TRIBUNALS/COMMISSIONS/AUTORITI!S 17

Commonwealth 17

Australian 'ndustrial Relations Commission 15National Native Title Tribunal 15Administrative Appeals Tribunal 16

7igration Revie! Tribunal 16%ocial %ecurity Appeals Tribunal 16=uman Rights and :>ual $pportunity Commission 16%uperannuation Complaints Tribunal 16


Tenancy Tribunal 18Residential Tenancies Tribunal 18Credit Tribunal 27ental =ealth Tribunal 2ACT =uman Rights $ffice 2

New South Wales 20

Administrative Decisions Tribunal 2Department of ?uvenile ?ustice 21

Queensland 21

Retail %hop 9eases Registry 21Residential Tenancies Authority 22

i!toria 22

@ictorian Civil and Administrative Tribunal 22

" #OR$!RS COM%!NSATION CONCILIATION SC!M!S 2&

New South Wales 2#

,or.ers Compensation Resolution %ervice 2

Northern Territory 2#

Rehabilitation and Compensation nit 2

South Australia 2#

%outh Australian ,or.ers Compensation Tribunal 2

i!toria 2#

,or.cover Conciliation %ervice 2

Western Australia 2"

Conciliation and Revie! Directorate 2-

(,or.cover) 2-

& INDUSTR'/CUSTOM!R ADR SC!M!S 27Tele"communications 'ndustry $mbudsman 25Brivate =ealth 'nsurance $mbudsman 25'nsurance ro.ers Dispute 4acility 254inancial 'ndustry Complaints %ervice 26Australian an.ing 'ndustry $mbudsman 28Credit nion Dispute Resolution Centre &


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0eneral 'nsurance :n>uiries and Complaints %cheme &7ortgage 'ndustry Association &2National 4urnishing 'ndustry Association of Australia &2:nergy ,ater $mbudsman (N%,) &2:lectricity $mbudsman (Tas) &&9egal $mbudsman (Tas) &&9egal $mbudsman (@ic) &&:lectricity 'ndustry $mbudsman (%A) &:nergy and ,ater $mbudsman (@ictoria) &N%, Rural Assistance Authority &5

( )O*!RNM!NT OMBUDSMAN "+

Commonwealth 3$

Common!ealth $mbudsman &6ACT $mbudsman &6

Tasmania 3$

TA% $mbudsman &6

New South Wales 3$

N%, $mbudsman &6

Northern Territory 3$

NT $mbudsman &6

South Australia 3$

%A $mbudsman &6

i!toria 3$

$mbudsman @ictoria &6

Western Australia 3$$mbudsman ,A &6

, !ALT CAR! COM%LAINTS SC!M!S "-


ACT Community and =ealth %ervices Complaints commissioner &8

New South Wales 39

=ealth Care Complaints Commission &8=ealth Conciliation Registry &8

Northern Territory #0=ealth and Community %ervices Complaints Commission

Q%&&NS'AN( #0

=ealth Rights Commission

Tasmania #0

=ealth Complaints Commissioner

i!toria #1


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=ealth %ervices Commissioner 1

Western Australia #1

$ffice of =ealth Revie! 1

7 COMMON#!ALT .UND!D .AMIL' M!DIATION S!R*IC!S &24amily Relationships %ervices Brogram 2

+ COMMUNIT' M!DIATION S!R*IC!S &"

Australian Capital Territory #3

Conflict Resolution %ervice &

New South Wales #3

Community ?ustice Centres &

Queensland ##

Dispute Resolution Centres

South Australia #5

%outhern Community ?ustice Centre Nor!ood Community 9egal %ervice o!den rompton Community 9egal %ervice " ,estern 7ediation %ervice

Tasmania #5

Bositive %olutions

i!toria #"

Department of ?ustice# @ictoria# Alternative Dispute Resolution %ervices (Dispute %ettlement Centres@ictoria) -

Western Australia #7unbury Community 7ediation %ervice 5Albany Community 9egal Centre 6Aboriginal ADR %ervice 6

- L!)AL AID COMMISSIONS &-9egal Aid Ne! %outh ,ales 89egal Aid ,estern Australia 8

1 COMM!RCIAL (

New South Wales 50

Australian Commercial Disputes Centre (ACDC)

.OOTNOT!S (1

-


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Court ADR servicesprovided

ActivityMeasures

Outcome measures 199899 992 21 21!22

CourtsCommonwealth

4amily Court ofAustralia

Counselling 4amilies assisted

(4iles opened)

2-#5-6 2#886

$ccasions of service 6#-&& #26

Agreement on 1 issue -"6 51E1

Agreement on all issues &8E2-

7ediation 'nformation sessions 1& 6&

Beople attending info 862 &

Cases opened 152 258

%essions 6& 1

4ull settlement 5 -1

Bartial settlement 11 1-

Conciliation Conferences held -5&&

%ettlement 5

7ediation& Numbers referred

4iles opened 2#68

$ccasions of service 1#25

No of conciliationconferences held

5#5

%ettlement rate(conciliationconferences)

ADR: published statistics 10 Cuts 5


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ActivityMeasures


Number of agreements

Broportion of casesresolved

58

7ediated agreementresolved !ithin -

months of filingClient satisfaction

4ederal CourtAssisted DisputeResolution

7atters referred tomediation

&5 &12 256 266

%ettlement rates

4ederal 7agistrates%ervice

ConciliationcounsellingE familyla! mediation

numbers 12-

Conciliationconferences(4amily CourtRegistrars

numbers 15

Bre first court dateintervie!s

numbers 6&

Bost first court dateintervie!s

Numbers 1#18&

BDR services bycommunity basedorganisations

Numbers referred -11

Numbers completed 6

4ully settled 28

Bartially settled 22

Not settled 8



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ActivityMeasures


0eneral4ederal9a!mediation(by4ederalCourtRegistrars)

7ediation 7atters referred 6

settled &2 21

partially settled

not settled 2- 1

discontinued -

finalised beforemediation

2

trial 2

not held

transferred

still ongoing & 26

Australian Capital Territory

%upreme CourtADR not reported

7agistrates Court

Conferences Domestic violence

conferences

1#&2 1#8 1#-2

%mall Claimconferences

8 8&5 622

Bre trial conferences 6 1

Restraining orderconferences

1#65 1#62 1#-2



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ActivityMeasures


New South ales

%upreme CourtCivilarbitration

No of referrals &8 8 28 &2

%ettled at arbitration 15 2& 15 1

=eard 15 21 6 1&

$ther orders (including

ad3ournments)

&

Applications for re"hearing

11 1 5

Re"hearings 5 1 1

%ettlements before orduring re"hearing

1& 8 &

:>u

ity

Division7ediation#

neutralevaluation

No of mediations(e*cluding probate#

protective# commercial#construction and admiraltylists)

1&1

%ettled at mediation - 81

Not settled at mediationbut settled prior tohearing

12 18



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ActivityMeasures


No of probatemediations

& 5

settled at mediation -5 -

settled subse>uent tomediation or on second

mediation date

1-

No of non"probatemediations

1& 1-

settled at mediation 58 8

settled subse>uent tomediation or on secondmediation date

12

Common 9a!Division

7ediations Number &

Number settled

District CourtADR not reported

9and and

:nvironmentCourt

7eans of Disposal 7ediation conducted 2 26 & 1

Disposed throughmediation & 16 21 6

%ettlement rate 6 - 5 6

9ocal courtsReferrals to C?C %tatistics not published

Northern Territory

%upreme CourtADR not reported

Conciliation %tatistics not published



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ActivityMeasures


7agistrates Court7ediation %tatistics not published



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ActivityMeasures


!ueensland

%upreme CourtConsent orders toADR

Consent orders afternotice of intention torefer

1- 1- 22

Consent order !ithoutreferral notice by court

15 211 2& 2-2

Notice of intentionto refer to appraisalor mediation

Notice 58 & &5 112

$b3ections 12 5 16

7atters revie!ed afterob3ection

2 2 2 2

Case appraisal Appraisal orders+consent

2& 1& 12

Not consent 21 1- - &

Case appraisalcertificates

- 2 8 1-

Case appraisal electionto proceed to trial

8 & 1

$utcome of election

!orseEbetter

1E 2E E E

%ettled after election butbefore 3udgement

2 2 1 2

Remitted to DistrictCourt

1

7ediation $rders referring tomediation+ consent

186 21 2& 25

ADR: published statistics 10 Cuts 1&


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ActivityMeasures


Not consent 1- 61 5 -

Certificate as settled 12 16 25 2

Certificate as not settled 1&5 8- 8& 122

%ettlementconferences

%tatistics not published

District Court7ediation or caseappraisal

7atters referred(appro*imatecumulative figures)

58 8&

%ettled# or did notproceed to trial aftermediation or appraisal(appro*imatecumulative figures)

26- 18


%tatistics not published

Children;s CourtNo ADR reported

7agistrates CourtBre"trialconferences

Number 2#5 1#81 1#-1-

South Australia

%upreme CourtNo ADR reported

District Court7ediation 7ediations per !ee. 2 1"2

%uccessful conclusion -5 6


No statistics reported



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ActivityMeasures


7agistrates Court7ediationconferences

No of mediations 81 85 1

resolved &6 2

7ediations frompre"lodgementnotices (conducted

on pro bono basis)

No of mediations 62 66 125

resolved -& 1 -

Conciliationconferences

No of conciliationconferences

21 1581 15- 11&

:nvironmentResources andDevelopmentCourt

Conferences Numbers finalised F &1& &2- 26-

Number resolved 15

,ithdra!n beforeconference

21 6 18

,ithdra!n atconference

1 & 26

,ithdra!n afterconference

1& 1 1

%ettled prior to hearing 126 1 1

%truc. out at conference & 1

set !ithin & !ee.s oflodgement

-1

Native Titlenegotiations

Notices initiatingnegotiations

12 12 1

4amily conferences Number of matters 1 1- 1561



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ActivityMeasures



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ActivityMeasures


"ictoria

%upreme CourtDirecting parties tomediation(commercial list)

No statistics published

County Court67ediation 7ediations conducted

in Damages list--8 18-

%ettled at mediation(Damages 9ist)

2&6 112

7ediations conductedin usiness list

&-6-1 &5

%ettled at mediation(usiness 9ist)

26 221

7agistrates CourtBre"hearingconferences

Bart of court process# therefore separate statistics are not provided

estern Australia

%upreme Court7ediation Number of mediation

conferences11&8 &6 &- &5

Number of preliminary

conferences

& 5 6 -

%uccess rate G512 5

4amily Court of,esternAustralia

Counselling 4amilies assisted(4iles opened)

&56 &25 2565

$ccasions of service &66 &22& &&

Conciliation Conferences held 2&8 285 286

%ettlement 2- 2 25



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A"e#cy ADR servicesprovided

ActivityMeasures


Tri$u#a%s&commissio#s&aut

horitiesCommonwealthAustralian

'ndustrialRelationsCommission1&

Conciliation Conciliation settlementrate

5 52 5& 5

National NativeTitleTribunal1

Claimant# non"claimant andcompensationapplications

Agreements fully orpartially mediated byNNTT

&

Agreements fullymediated by NNTT

&& 5 -2

Agreements partiallymediated by NNTT

16 - &&

ADR: published statistics 20 Tibu3als/C44issi3s/Authities 16


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ActivityMeasures


7e

diationan

dfaci

litationo

fagreemen

ts4uture actdeterminationapplications

Agreements fully orpartially mediated byNNTT

Notavailable

Agreements fullymediated by NNTT

1

Agreements partially

mediated by NNTT

11 1&

7ediationreports

7ediation reports to4ederal Court

&6 15 & 1

'ndigenousland useagreements

Agreements negotiated!ith NNTT assistance(ie facilitated by NNTT)

1 2 16



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ActivityMeasures


AdministrativeAppealsTribunal

Conferences Number held 11 1825 165 1 &1

Conciliations Number held 2 58& 5&5 6&6

7ediations Number held 11 1& 11- 6

cases finalised!ithout a hearing+

0eneral and @ets 5- 55 5 5

Ta* division 6 65 66 61

%mall ta* division 56 -- -6 56

7igration Revie!Tribunal

No ADR reported

%ocial %ecurityAppealsTribunal

No ADR reported

=uman Rights and:>ual

$pportunityCommission

Conciliation1 Number of complaintsfinalised

1526 152 166 1286

finalised through

conciliation+

25 & & &

Conciliation1- No of complaintsconciliated

-8 1 2



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ActivityMeasures


%uperannuationComplaintsTribunal

No () of casesfinalised

8 (6) 6- (6&) 16& (82)

No () of finalisedcases resolved

&6 (-) 5 (-5) 115 (-)

No of tele"conferences 6 82 1-6

No () of tele"

conferences resolved

&1 (&) & (6) 86 (-&)



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ActivityMeasures


Number of person toperson meetings

5 8 25

Berson to personmeetings resolved

& 16

No of conferences by

correspondence

& &

No conferences bycorrespondence resolved

2

No of conferences byvideoconference

2

No of videoconferencesresolved

1

Australian Capital Territory

Tenancy Tribunal4ormal andinformal 7ediation(commercial andretail tenancymatters)

'nformal mediationsconducted

&6 1

Cases resolved bymediation

12 16 18

Cases resolved byparties 1 1 1

ResidentialTenanciesTribunal

Conciliation#mediationBreliminaryconferences

Number of preliminaryconferences

&1&



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ActivityMeasures


Credit TribunalBre"hearingconference#7ediation#compulsoryconference

No ADR statisicspublished

7ental =ealthTribunal

Conferences Number of Bre"hearingconferences

12

ACT =umanRights$ffice

Conciliation ofdiscriminationcomplaints

Conciliationsattempted

2& - 5

Conciliation successful(!ritten agreement)

11 &1 & &

New South ales

Administrative Decisions Tribunal

0eneral Division Case conferences

Community %ervicesDivision

7ediation %ettled at mediation NEA

%ettled after mediation NEA

Broceeded to hearing NEA

Bending & NEA

:>ual $pportunityDivision

7ediation Number of mediations 2 &&

%ettled at mediation 25 21 1

%ettled after mediation - 12

Broceeded to hearing & & 11

Bending 16 1 NEA

ADR: published statistics 20 Tibu3als/C44issi3s/Authities 2&


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ActivityMeasures


Retail 9easesDivision

No ADR reported

9egal %ervicesDivision

No ADR reported

Department of

?uvenile ?ustice

uiries #8 &

Botential disputesidentified andaddressed

1#512 121

No of formalmediations conducted

1& 111

No of mediationagreements

&1 21



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ActivityMeasures


ResidentialTenanciesAuthority

Conciliation Cases received 12#1 1#881 1#68- 1#

Cases finalised 11#5 1#56 1#6

of cases receivedresolved

68

Disputes received

finalised !ithin 26 days

-5 -5 -

of cases resolved!here parties !illing to

participate

- -26 -

"ictoria

@ictorian Civil and Administrative Tribunal

Anti"discrimination 7ediation of cases referred!hich !ere settled

- - 51

Civil Claims CompulsoryConferences

resolution of casesreferred

8 5 -8

Credit CompulsoryConferences

Directions hearings

resolution of casesreferred

-

Domestic uilding 7ediation

CompulsoryConferences

%ettlement rate+7ediation

-- - -

Compulsory conference &

Real Broperty andRetail Tenancies

7ediation

Directions =earings

settled at mediation -H



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ActivityMeasures


0eneral and ta*ation CompulsoryConferences

7ediation


9and @aluation 7ediation

Compulsory

ConferencesDirections hearings


$ccupational andusiness Regulation

Directions hearings No statistics published

Blanning CompulsoryConferences

7ediation


ADR: published statistics 20 Tibu3als/C44issi3s/Authities 2-


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ActivityMeasures


'or(ers compe#satio#

co#ci%iatio# schemes

ADR: published statistics "0 #5es C4pe3sati3 C3ciliati3 Sche4es 25


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ActivityMeasures


New Southales

,or.ersCompensationResolution %ervice

Conciliation Case statistics not published in Departmental(D'R) annual report

NorthernTerritory

Rehabilitation andCompensation nit

7ediation Re>uests for mediation 26 28

Conferences 1&1 11No change to originaldecision

1&6 1-

Applications !ithdra!n 2 15

7ediations not finalised &1

Applications to ,or.=ealth Court

5 85

South Australia%outh Australian,or.ersCompensationTribunal

Conciliation nable to locate reports

"ictoria,or.coverConciliation%ervice18

Conciliation

,ee.lypayments andmedical andli.e e*penses

Ne! re>uests 1#6& 11#&&8 1-5

Re"opened matters -6 -1- 55Disposals 1#555 11#5& 1-66

Cases in progress 1#821 2#11 2#&-5



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ActivityMeasures


Resolved( of completed cases)

-#(-)

5#556)

6#861(5&)

nresolved( of completed cased)

&5(&-)

(282)

58(285)

Resolved 26 days or less -2(28) 1#6(15)

et!een 28 and days &(&5)

&16(26&)

et!een 1 and - days 1#58(18)

(25)

-1 days or more 2#55(2)

&(26)

Conciliation

9ump sum

compensation

Ne! re>uests 1#-6 1#58 1#1&

Re"opened matters 1 1 18

Disposals 1#1& 1#-5 1#6

Cases in progress 55 2

Resolved

( of completed cases)

8

(22)

5

62)

-8

(2-)

nresolved( of completed cased)

61(56)

586(16)

8&(5)

Resolved 26 days or less 2&&(1)

12(5)



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ActivityMeasures


et!een 28 and days &11(2-)

18(-)

2& (1)

et!een 1 and - days 21(1--)

1-1(8-)

1-1 (8-)

-1 days or more 516

(5)

1#255

(5-&)

1255

(5-&)estern

Australia

Conciliation andRevie! Directorate(,or.cover)

Conciliation No () resolved atconciliation

&6(6&)

&6&(6)

&8(62)

&12(55)

#imeframes

resolved atconciliation I !ee.s

2 && 28 &

et!een and 6 !ee.s 2- & &2 21

et!een 6 and 12 !ee.s 8 1 1 11

G 12 !ee.s 2& 25 26 2

Referrals forconciliation filed

25 5 26 &-

Number finalised atconciliation

&& &6& &8 &12

Number ofconciliationconferences

81 -22 2

Agreements registered(section 5-)

15 2& 226 2&

ADR: published statistics "0 #5es C4pe3sati3 C3ciliati3 Sche4es &


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ActivityMeasures


)#dustry&Customer ADR

schemesTele"communications'ndustry$mbudsman

NegotiationConciliation7ediationDeterminationReferral

No of complaintsreceived

#1&- # 52#2- -2#25

Timeframes for callhandling and complaintresolution

@aries according to level of complaint

Brivate =ealth'nsurance

$mbudsman

Conciliation

7ediation

Complaints received 1612 165 &&5 &162

'nsurance ro.ersDispute4acility2

Conciliation#referral

Total Complaintsreceived

1& 1-1 18 16-

Resolved by bro.er Number of mattersresolved by bro.er

1 2& &

ADR: published statistics &0 I3dust6/Cust4e ADR Sche4es &1


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ActivityMeasures


Referral toConsumerRelations 7anager(CR7)

Number of matters+resolved !ithout furtherinvolvement

1& - 15 1-

Conciliated in favour ofconsumer

16 25 &&

Conciliated in favour of

bro.er

&1 & 25

Conciliated as acompromise

2 1

Re3ected 15 12 &2 12



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ActivityMeasures


Referred to Referee Number of matters+resolved !ithout furtherinvolvement

5 1

Conciliated in favour ofconsumer

5 2 12

Conciliated in favour ofbro.er - 15

Conciliated as acompromise

1 1& 1

Re3ected 1& 2

Referral to othercomplaintsfacilities

Number of mattersreferred to othercomplaints facilities

2 - 2

7atters !ithdra!n Number of matters!ithdra!n bycomplainant

& 1

4inancial 'ndustryComplai

nts%ervice21

Complaints No of complaints 588 612 866 85&

%tage 14inalised by case

managerEconciliation

resolved -1 -2 -26 -66

%tage 2ad3udication

resolved 8 1 1& 155

Cases resolved in favourof complainant

&5 2 1 &6

ADR: published statistics &0 I3dust6/Cust4e ADR Sche4es &&


35/61


ActivityMeasures


'n favour of member -& 6 8 -2

'n favour of both &

Against both 1

7ediations held 5

No resolved atmediation

&

Australian an.ing'ndustry$mbudsman

Negotiation#conciliation#findings#recommendations#determinations

Number of ne! cases #5- -#188 5#188 5 882

Number of closedcases22

#5&& #856 -#652 6 1&

resolved after referralto ban.

515 6&- 65 666

initial consideration 2 12-

A'$ vie! 1 16

investigation 26 2

negotiated &1 2

findings 125 --

conciliation

conferences

- &

recommendations 28 16

$utcomes after A'$investigation+

resolved in favour ofdisputant

2&8 22

ADR: published statistics &0 I3dust6/Cust4e ADR Sche4es &


36/61


ActivityMeasures


resolved in favour ofmember

5 &8

compromisebenefiting both

&1 &&5

Credit nionDisputeResolutionCentre

Conciliation#

mediation

No of complaints and

en>uiries

888

No of disputes -

Resolved by+

Negotiated settlement

2 (&1)

'nitial vie! 2 (&6)

Determination 1 (1)

Disputes !ithdra!n 8 (1)

Disputes referredelse!here

1 (2)

0eneral 'nsurance:n>uiries and

Complaints%cheme2&

Conciliation#determination#decision"ma.ing#(referee# panel and

ad3udicator)

Number of en>uiries -#88 -#6 -6#22

Number of referrals 2#12 2#&2 2#&

Determined+

Consumer favour

&6 12 -1-

Determined'nsurer favour

1#18 1#1- 1#28

nsuitable forresolution

211 22 25

%ettled 28 25- 15

,ithdra!n 1- 2 25

Total completed 2#116 2#18- 2#1-

ADR: published statistics &0 I3dust6/Cust4e ADR Sche4es &


37/61


ActivityMeasures


Referee outcomes+ 'n favour of consumer 88 86

'n favour of insurer 5 22


1& 18 152

Referred to panel after

Ref Determination

22 8

%ettled 2 2 1

,ithdra!n & 1 1

Completed 22 &6 28

Banel determination Consumer favour 26 &6&

'nsurer favour 56 516


28 &

%ettled 1- 2&6

,ithdra!n 12 1

Completed 1#186 1#&6

Ad3udicator

determination

Consumer favour 126 1&

'nsurer favour 8 8


%ettled 11 156

,ithdra!n 5 11

Completed -88 6&6

ADR: published statistics &0 I3dust6/Cust4e ADR Sche4es &-


38/61


ActivityMeasures


Complaintresolution times

,ithin & days - -

- days 22 2

8 days -1 -8

12 days 61 6

Complaintresolution times(e*cluding fraud)

,ithin & days - 5

- days 2 25

8 days -6 55

12 days 65 82

7ortgage 'ndustryAssociation

$mbudsman+

Report not publiclyavailable

National4urnishing'ndustryAssociati

on ofAustralia

:*pert mediation No statistics published

:nergy ,ater$mbudsman(N%,)2

'nvestigation#negotiation anddecision (bindingon industry)

Customer contacts(opened in the period)

2#6 #&1- #851

7atter categorisation :n>uiry &2& &-5 &

'nvestigation 9evel 12 -5- -2 -

'nvestigation 9evel 22- & 6

'nvestigation 9evel &25 & 1



39/61


ActivityMeasures


7atter $utcomes Negotiated resolution 6- &8

Referred to provider orother organisation

&&2 1

4urther investigation not!arranted

1&2 5

$ut of 3urisdiction 2& 28

No further contact 25 5

Time frames for matterfinalisation

,ithin 2 days -1 - &

,ithin 5 days -- -6 -& -

,ithin 1 days 5 5& 52 52

,ithin & days 5 58 61 61

,ithin 8 days 65 81 81 8

7ore than 8 days 1& 8 8 -

:lectricity$mbudsman(Tas)26

Complaint handling 7atters opened 2& &-5

Time frame for matterfinalisation

varies according to seriousness ofcomplaint

9egal $mbudsman(Tas)28

7ediation andCompulsoryConferences

Conferencesconducted

2

Number resolved 1

9egal $mbudsman(@ic)

Dispute handling& Referrals to settlement &

Number settled 5



40/61


ActivityMeasures


:lectricity 'ndustry$mbudsman(%A)&1

'nvestigation

Conciliation

Decision (bindingon industrymember)

7atters opened 125 1&-8

:n>uiries level 1 1#15- 1&2&

Consultations level 2 6 2

Complaints level & 1

Disputes 9evel

inding decisions

Average days to closeen>uiries

12 1

Average days to closeconsultations

5

Average days to closecomplaints

1&- 255

Average days to closedisputes

NEA NEA

Referred to member atbase or higher level

2 88

Referred to regulator & &&

Brovided generalEtechnical information &- 2--&

Case more appropriatelydealt !ith by another

body

1 -

No further investigation 1 12

ConciliationEnegotiatedsettlement

5 &62



41/61


ActivityMeasures


:nergy and ,ater $mbudsman (@ictoria)&2

:lectricity 'nvestigation

Conciliation

Decision (binding

on industrymember)

:n>uiries received 2#816 -- #12

Consultations received 25 1 585

Complaints received 2 2- &86

Disputes received 6 - 12

Av days to closeconsultations

&55 &8- -85

Av days to closecomplaints

-86 -68 5-6

Av days to closedisputes

156 1&2 1268

Case outcomes in favour of complainants (consultations# complaints and disputes)+

Bartially 112 1 1

%ubstantially -22 -6 -

Not at all 2-- 2&-8 218

consultations

resolved by conciliation

551 58-

complaints resolvedby conciliation

-28& --62

disputes resolved byconciliation

622 562-

ADR: published statistics &0 I3dust6/Cust4e ADR Sche4es


42/61


ActivityMeasures


0as 'nvestigation

Conciliation


:n>uiries received 22- 51 612

Consultations received - 15 26

Complaints received 1 2 &8

Disputes received 1 6

Av days to closeconsultations

&6 &&1& 552

Av days to closecomplaints

&&& --85 66

Av days to closedisputes

1&5 2&8

Case outcomes in favour of complainants (consultation# complaints and disputes)+

Bartially &- 18 185

%ubstantially 581 5&5 -6&1

Not at all 2 118 118

consultationsresolved by conciliation

51 668-

complaints resolved

by conciliation

---- 58&1

disputes resolved byconciliation

----

ADR: published statistics &0 I3dust6/Cust4e ADR Sche4es 1


43/61


ActivityMeasures


,ater 'nvestigation

Conciliation


:n>uiries received

Consultations received 1

Complaints received 6

Disputes received

Case outcomes in favour of complainants (consultations# complaints)+

Bartially 1 (2)

%ubstantially (6

N%, RuralAssistanceAuthority

Administration oftheFarm De!t

Mediation Act(N%,)188

%ection 6 notices (tofarmer advising ofcreditor;s intention tocommenceenforcement actionand of the availabilityof mediation)

Cumulative figuressince 4eb 188

1#&& 1#5

Responses by farmers

(%ection 8)

cumulative

1# 1#&-

No of mediations

cumulative

558 6-

Agreement reached

cumulative

66 66

ADR: published statistics &0 I3dust6/Cust4e ADR Sche4es 2


44/61


ActivityMeasures


*over#me#t om$udsma#Commonwealth

Common!ealth$mbudsman

'nvestigation&& Number of complaintissues investigated

1#& -#1- 5#82

ACT $mbudsman'nvestigation& Number of complaint

issues investigated&88 &26 2-

ADR: published statistics (0 )e34e3t O4buds4a3 &


45/61


ActivityMeasures


Tasmania

TA% $mbudsman

'nvestigation Number of complaintissues received

12- 12 -86 5&8

New Southales

N%, $mbudsman

7ediation#conciliation#alternative disputeresolution

of police complaintssub3ect to attempt atconciliation# mediationor other informalresolution

28 28 2

successful 6

Number of formalinvestigationsmediatedEconciliated

2

NorthernTerritory

NT $mbudsman

Conciliation (minorcomplaintsresolution scheme

police)

Approaches resolved by informal conciliationdirectly by police

5 118 5

South Australia

%A $mbudsman

7ediation andconciliation

No statistics published on ADR

"ictoria

$mbudsman@ictoria

7ediation and

conciliation

No statistics published on ADR

esternAustralia

$mbudsman ,A

No ADR reported

ADR: published statistics (0 )e34e3t O4buds4a3


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ActivityMeasures


+ea%th care comp%ai#ts

schemesAustralianCapitalTerritory

ACT Communityand =ealth%ervicesComplaintscommissioner

Conciliation No and of opencases at conciliationstage

16 (6)

$utcomes ofconfidential conciliationnot recorded

New Southales

=ealth CareComplaintsCommission

Conciliation(referred to =ealthCare ConciliationRegistry)

Complaints assessedas suitable forconciliation

26 2 &&

Number and ofcomplaints in !hich+

Agreement reached 1(26) -&(5-6) -5(625)

Terminated+ noagreement reached

2 (1 1(16&) 1&(1-)

Referred bac.+conciliation cancelled

& (2) &(&5) 1 (12)

ADR: published statistics ,0 ealth Cae C4plai3ts Sche4es


47/61


ActivityMeasures


Referred bac.+conciliatorrecommendedinvestigation

1(12)

=ealth ConciliationRegistry&

Conciliation Numbers of referralsreceived

55 68 15

Agreed 5 -1 5Not agreed 8 11 11

,ithdra!n 11 15 22

ADR: published statistics ,0 ealth Cae C4plai3ts Sche4es -


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ActivityMeasures


NorthernTerritory

=ealth andCommunity%ervicesComplaintsCommission

CounsellingEmediationEcase conference

Number (and ) of total complaints resolvedthrough counselling# mediation or case conference

2& (5) &1 (-) 15 (16) 2 (1)

!#$$NS%AND=ealth RightsCommission

Conciliation Complaints closedfollo!ing conciliation

1-5 1&8 1-& 15&

Agreement not reached 11 11 1& 11

Agreement reached 2 8 1 25

Disagreement fullye*plored

-5 8 5 1

Disagreement fullye*ploredE partialagreement

1 2 1 28

%ettlement negotiated &- 28 21 &

,ithdra!n duringEfromconciliation

1 16 22 1

,ithdra!n fromconciliation to ta.e legalaction

12 & 12 1

Tasmania=ealth ComplaintsCommissioner

Conciliation Number of complaintsreceived

11 &82 26

Number of complaintsreferred to conciliation

&

Agreement reached () -5 &&

ADR: published statistics ,0 ealth Cae C4plai3ts Sche4es 5


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ActivityMeasures


"ictoria=ealth %ervicesCommissioner

Conciliation Number of complaintsreferred to conciliation

-5 85 5

Number of complaintsmanaged byconciliators

215

Number of complaintsclosed by conciliators -2

Agreement reached () -- 65 68

No agreement reached &

,ithdra!n by user 2& 8 6

,ithdra!n to go to la! 6 &

Resolved+ 82

Apology given -

Change inprocedureEpolicy

1

Compensation 2

:*planationEinformatnBrovided

-

Referred to registrationboards

1

Non"conciliable 5

esternAustralia

$ffice of =ealthRevie!

4ormal conciliationand negotiatedsettlement(informalconciliation)

No of formalconciliations

& 1 1

No of negotiatedsettlements

58 11 8 68

ADR: published statistics ,0 ealth Cae C4plai3ts Sche4es 6


50/61


ActivityMeasures


Commo#,ea%th fu#ded

fami%y mediatio# services4amilyRelationships%ervices Brogram &-

Adolescent7ediation and4amily Therapy

Number of sessions Brevious statistics 'n4aC% annual reportinclude all familysupport and relationship

programs# and do notdistinguish categories

86

Number of clients 8-

Average cost per session J2-2

Average cost per client J-

4amilyRelationship7ediation

Number of sessions 1#58

Number of clients 825

Average cost per session J-

Average cost per client J58

ADR: published statistics 70 C4438ealth .u3ded .a4il6 Mediati3 Seices 8


51/61


ActivityMeasures


Commu#ity mediatio#

servicesAustralian Capital TerritoryConflict Resolution%ervice&5

7ediation Number of in>uiries - 5&& 82-

resulting in filesopened

& & &

Number of filesopened

258 1& 2& 252

accept offer ofmediation

&- & 1 &6

Number of mediations 1 8 12 1

!ritten agreement &- - 1

verbal agreement &- 2 && 15

no agreement 1- 22 2& 25 conciliated -

No sho! 1

late !ithdra!al 8 1

New South alesCommunity ?usticeCentres&6

7ediation Number of filesopened

#-1 #665 5#& 5#1-1

Additional in>uiries 5# - 2#6 #H

ADR: published statistics +0 C44u3it6 Mediati3 Seices


52/61


ActivityMeasures


of files in !hichmediation arranged

&

ADR: published statistics +0 C44u3it6 Mediati3 Seices 1


53/61


ActivityMeasures


Number of mattersproceeding tomediation

2#& 2#122 2#-5 2#528

agreement 6 6 6&

Number of disputes

resolved to satisfactionof parties# !ithoutproceeding to mediation

2#5

(&5)

21-

(&5)

& &5

resolution throughC?C assisted settlementor shuttle mediation

- -

finalised !ithin 21days

-2 -1

finalised !ithin &days

6 62 5

!ueensland

Dispute ResolutionCentres

7ediation 7ediations conducted 1256 2&& 226-

Client satisfaction 8 8 8&

4ile turnaround 21 days 15 days 1 days

Civil 7ediationagreement rate

6

?ustice (victim"offender)

7ediations

Agreement rate 1

ADR: published statistics +0 C44u3it6 Mediati3 Seices 2


54/61


ActivityMeasures


South Australia 3&

%outhernCommunity ?usticeCentre

7ediation Number of en>uiries 568 5& 115

Number of case!or.files

28 1-2 256

Nor!ood

Community 9egal%ervice1

7ediation Number of >uery

phone calls

582

Number of case !or.files

228

o!den romptonCommunity 9egal%ervice " ,estern7ediation %ervice2

7ediation Number of en>uiries 88 8&

Number of case !or.files

2&5 22

TasmaniaBositive %olutions&

=obart

Bre"7ediation %essions(hours)

Neighbourhood 2- (251) (22)

,or.place & (&22) 22 (22)

Community & (&) 11 (1&5)

7ediation %essions (hours)

Neighbourhood

1 (2) 11 (22)

,or.place 2& (55) 18 (&-)

Community - (-) - (12)

@ictim $ffender () 1 (2)

9aunceston Bre"7ediation Number+

Neighbourhood

11 11

,or.place 1 2

ADR: published statistics +0 C44u3it6 Mediati3 Seices &


55/61


ActivityMeasures


Community group 1

7ediation Number+

Neighbourhood

- 5

,or.place 1 &

Community group 1

@ictim"offender 1

"ictoriaDepartment of?ustice# @ictoria#Alternative DisputeResolution%ervices (Dispute%ettlement Centres@ictoria)

7ediation Number of general anddispute resolutionservice en>uiriesresponded to

11#88 12#5-1 12#81

@ariation actual v Target 1 1-1

Disputes received forresolution

1# 1#5- 1#-8

@ariation actual v Target " 211

Resolution of mediationoptions that areactivatedEconducted

&1 &2 &

@ariation actual v Target "- 211

Client user satisfaction 81 81 8

@ariation actual v Target 11 81



56/61


ActivityMeasures


7atters finalised!ithin & days

6

7atters finalised!ithin elapsed time

benchmar.s

66 6

@ariation actual v Target -estern AustraliaunburyCommunity7ediation %ervice

7ediationEpremediation

:n>uiries 115 8 8- 5

Bre"mediation sessions -6 - 8- 5

7ediation sessions 86 58 66 52

4iles opened - -- 56

4iles closed 1 2 65 8

$utcomes cases !hereparties attended pre"mediation only+

$nly one attended

6 (5) - (26) 1 (6) 1& (-6)

oth parties attendedpre"mediation only

8 (&) 5 (25) (21)

7ediation notappropriate

(2&) (8) (1) 2(1)

Referred to counselling 1 (-) 1 ()

7atters resolved byparies# or entered legalsystem

(2&) 1 ()



57/61


ActivityMeasures


$utcomes for mediationcases+

Agreement all issues (&sessions)

12 () 16 (6) 28 (6) 21 (26)

Agreement+ some issues 1 (2) 6 (2-) 1- (2-) 11 (25)

Barties reconciled 1 (&) 1 (2)

No agreementEmediationterminated

2 (6) (1&) 1 (2) 6 (2)

AlbanyCommunity 9egalCentre

7ediation (ne!service)

Number of mediations 11 2 2

Aboriginal ADR%ervice

7ediation andrelated ADRservices+

No annual reports published as yet# but may be innear future

ADR: published statistics +0 C44u3it6 Mediati3 Seices -


58/61


ActivityMeasures


-e"a% aid commissio#s9egal Aid Ne!%outh ,ales

4amily 9a!conferencing

No of conferencesEmediations

2 62 8 1#2

Agreements reached 1& 2& 65 1#28Agreement rate 5 66 682 686

Civil la! mediation No of conferencesEmediations

8 1 2

Agreements reached 6 & 2

Agreement rate 68 - 1

2"1 21"2 22"2&

9egal Aid ,esternAustralia

4amily 9a!Conferencing

No of conferences 5 11 5&

Agreements reached 11&

Agreement rate 5&& 61

ADR: published statistics -0 Le9al Aid C44issi3s 5


59/61


ActivityMeasures

Outcome measures 199.98 21!22

Commercia%New South

ales

AustralianCommercialDisputes Centre(ACDC)

7ediation

Conciliation

:*pertdeterminationEappraisal

4acilitation

Arbitration

9ast published statsare 1885E86

rea.do!n of ne!cases

Commercial mediation+ $ther mediation+ &2:*pert determination+ 12Arbitration+ 8Assemble panel+ &

$utcome of completedmediation+

%ettlement --

Bartial settlement 1

No settlement 18

ADR: published statistics 10 C44ecial 6


60/61


/oot#otes

8


61/61

1@oluntaryEcourt2estimate from Kmediation sessions averaging t!o sessions for each matter;&'n 2# the 4amily Court commenced using the term to Kmediation; to cover all of these servicesaverage since 1865%ervice became operational during 2-:stimated from graph provided5%tatistics to be published in 21"22 Annual Report %tatistics provided by Administrator are dra!n from a "month

sample period in 2267elbourne registry only84or period 128- to &-214or period &58 to &-211%tatistics are from November to $ctober12Average over - years1&This settlement rate only has reference to applications for relief in respect of termination of employment14igures for agreements refer to agreements )inalised# not numbers in progress1Additional figures provided on brea.do!n of case types1-Additional figures provided on brea.do!n of case types15Referral numbers are under"reported because re3ected referral are not al!ays recorded on the data system16outcome plans may relate to conferences from previous reporting period18additional statistics provided on nature of disputes# nature of outcomes# regional conferences# and attendance2

Reporting period is calendar year (2"21L calendar year 21)21Reporting period is calendar year (2"21 L calendar year 21)22includes cases discontinued or closed after classified as outside A'$;s 3urisdiction2&additional statistics published on origin of referral by state# reasons for denied liability# values of disputes# #outcomes

by policy types# and code of practice issues2Additional figures provided on status of customer# gender# method of contact and categories of issues raised2This category has replaced KConsultation;2-This category has replaced KComplaint;25This category has replaced KDispute;26The resolution processes adopted have not been identified284igures given for calendar years (ie 2 M 21 L 21)&The ADR process used is not identified&1%cheme commenced in August 2

Additional statistics provided on types of issues and on each company# on outcomes of electricity en>uiries and ontiming of cases&2Additional statistics provided on types of issues and on each company# on outcomes of electricity en>uiries and ontiming of cases&&Complaints may have more than one issue Not all complaints are investigated 'nvestigation may includerecommendations for resolution 4igures e*clude complaints about the Australian 4ederal Bolice&Not all complaints are investigated 'nvestigation may include recommendations for resolution&%eparate figure provided by =ealth Conciliation Registry (=CR)# !hich differ from those of the =ealth CareComplaints Commission (=CCC) Not all complaints assessed by the =CCC as suitable for conciliation are actuallyreferred to the =CR# ie party(s) do not consent to conciliation# or party(s) may not respond to the =CCC in the specifiedtimeframe =CR counts the total amount of conciliations completed in the financial year# including cases received the

previous financial year that had not been finalised&-Note " Aggregated data only+ 'ndividual agencies may also produce and publish their o!n annual reports containing

caseload statistics&5Additional caseEclient statistics also published&6as above&8Community mediation services in %A !ere recently amalgamatedAdditional figures also published on presenting problems and sources of referral1as above2as above&(formerly Community 7ediation %ervice) %tatistics are from Community program only+ Bositive %olutions also has afederally funded family mediation program " statistics for this are included in 4amily Relationships %ervice Brogram

ADR Statistics (2m)

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Transcript of ADR Statistics (2m)