Complaint and Dispute management



Complaints management and resolution systems for organizations.

We have all your complaints, dispute handling and resolution needs expertly managed in one single, secure place. Streamline processes, reduce costs, improve experiences and optimise outcomes. Configure our complaints handling modules to match your organization’s specific workflows, branding and use cases. Dispute Lifecycle Management™ for today’s changing world.
“Sport NZ is proud to have partnered with Immediation to establish the first system wide Sport and Recreation Complaints and Mediation Service in Aotearoa, New Zealand. The quality of their team, commitment to innovation and belief in partnership made Immediation NZ an obvious choice for this new and complex service that our sector has needed for so long.”

- Jennah Wootten, General Manager, Sport New Zealand

Our service includes:

Immediation technology

Cutting edge technology that takes the hassle out of managing complaints and disputes processes, from inception on your website through to resolution.

Anonymous communication

Immediations's integration with Whispli enables fully anonymized complaints to be made, and whisteblowing concerns may be raised in confidence.


Our triage team are efficient and effective, providing quick access to relevant information. Empathetic listeners at heart, drawing upon years of experience in mediation, arbitration and legal proceedings.

Early facilitation

If appropriate, Immediation will commence the early facilitation process which prepares all parties for negotiation and details the conduct when proceeding with negotiations.

Dispute resolution

With Immediation, your organization has access to the most comprehensive Global Panel of online dispute resolution experts. Including panelists with many years of experience in community and high performance sports mediation.


A detailed, curated and iterated set of guidelines are provisioned as a working template or adapted for various use cases. Guidelines also include a quick guide information pack as a user friendly alternative.


The protocol documentation includes (and is not limited to) the scope of the service, investigations, witness and respondent interviews and report analysis.

Free yourself from technology and administration constraints, perform at your best.

WHITE glove service
Legally qualified service when you need it. Setting up and managing a single matter? Need to access our global panel of mediators and arbitrators? We’ve got you covered.
maximum security
ISO27001 certified, doc-encryption, GDPR compliant, sensitive to legal ethics and confidentiality. Compliant with the world's most stringent privacy standards.
modular upgrades
Configure your Immediation Platform experience, adapted to your organization's use case, branding and workflows. API integration options are also available.
Created by lawyers
A seamless, intuitive digital environment for handling complex legal interactions. Superior video and collaboration in the browser; no software download required.

Complaints handling modules.

Configure our complaints module and dispute lifecycle management module to suit your organization’s use case, workflows and branding.

Make data driven decisions using Immediation's law firm module analytics. Gain valuable information on team usage, client uptake, session insights and a wide range of in-matter metrics.

Matter scheduling tools

Reduces administrative burden; enabling cases to be scheduled and video conferences to be held at times that suit all parties.

Document exchange with panel members

Documents can be shared in advance of the case.

Information exchange between parties

Customisable questions can take the place of traditional pleadings and enable more results-oriented, resolution focussed exchange of documents and information.

Document exchange

Documents can be exchanged by the parties using the platform for enhanced security and reduced cost.

Contracting for services with organisation

Increase efficiency of engagement with your clients by having them sign and pay for services online.

Payment for services

Seamlessly pay your Panel Members; can pay directly from monies received from parties.

Contracting between parties and Panel Members

Parties and Panel Members can sign mediation or other agreements using the Platform; reduces administrative burden.

Panel contracting and payment

Seamlessly enter into contracts with your Panel Members; reduce administrative burden and cost of running the organisation.

Panel Member scheduling

Improve efficiency by having the Panel members able to be scheduled for matters online.

Automated Panel Member selection

Improve efficiency and engagement with clients by having the Panel members able to be selected and appointed on the Platform.

Customisable workflows

Increase efficiency by designing dispute resolution workflows.

Anonymous complaints

Enable complaints to be made completely anonymously to increase trust in the complaints system.

Family property tools

Faster, easier resolution of family cases.

Automated negotiation

Take the pain out of the negotiation; enable the asynchronous resolution of financial disputes and reduce cost.

Direct engagement from your website

Engage your users in a seamless customised journey from your organisation's URL to the Immediation Platform experience, complete with your organisation's branding.

ODR solutions

Seamless and intuitive to use.

In many cases, ODR consists of cobbled together solutions that don’t mirror the dispute resolution environment, nor incorporate specialised tools for this specific work. Managing every element and keeping track of multiple APPS is overwhelming (especially at scale). That's why Immediation understands who you are, what you need and how you use it, so it's simple, logical and powerful to use.