STAGE 1 of Dispute Resolution Scheme (DRS)
The complainant (client) lodges a formal complaint on the approved form ‘Complaint Form’ – Doc.2cop DRS.1A form with the CPI / CPMA identifying the basis of the complaint and what is required for remedy as described above.
The CPI / CPMA is required to respond to the client in writing within 7 days upon receipt of the complaint form and make all reasonable attempts to deal with the complaint and settle and dispute.
STAGE 2 of Dispute Resolution Scheme (DRS)
If the dispute cannot be settled within 21 days by negotiation between the parties, then the Client may access Stage 2 of the DRS by lodging a Doc.2cop DRS.2A form with the CPI’s / CPMA’s representative body.
The industry representative body then assigns a case officer (who must be a CPI or CPMA as the case requires) to assess the dispute and requests lodgement of a DRS response form from the CPI / CPMA within 7 business days. The member, when notified must supply copies of ALL documentation relating to the complaint/dispute to the representative industry body for assessment with the approved form - Stage 2 – Doc.2cop- DRS.2C/IRB.
STAGE 3 of Dispute Resolution Scheme (DRS)
Requires the Client to lodge a Doc 2cop DRS.3A/AIPD (quoting the DRS file reference number) by the member’s representative industry body to the AIPD Complaints Officer (who must be a CPI / CPMA as required), within 7 days of a complainant’s request for a Stage 3 Assessment, with all previous file documentation.
Once received the AIPD Complaint’s Officer will assess the material and will conduct all necessary enquiries with any of the parties and thereafter obtaining all the facts of the disputes, positions and suggested remedy from the parities, make recommendations to the disputing parties to settle dispute. If the settlement advice is not acceptable to the either parties, then the relevant Complaints Officer may refer the matter to the AIPD Code Management Committee (CMC) for final assessment, consideration and recommendations of settlement. If the terms of settlement cannot be reached at this point, the AIPD is able to refer the matter to an external arbitrator selected from a panel list of ‘qualified arbitrators/mediators’ for mediation. This process requires the complainant to pay a nominal fee charged by the arbitrator/mediator.
