Process design and panels

Point of difference

Our experience is broad and includes a range of systems across industries and cultures.


  • APRA-AMCOS dispute resolution system (2013 - ongoing)
  • the national electricity market (2000 - ongoing)
  • the wholesale gas market (2005 - ongoing)
  • the telecommunications market for which Resolve Advisors received an industry award.


Designing dispute resolution mechanisms and systems

Resolve has also been involved in the design of mechanisms for dispute resolution systems for large wholesale industries and smaller internal systems for corporations.

Draft Dispute resolution for NBNCO.
This involved designing the architecture for NBNCO's b2b dispute resolution system.

Victorian Gas Market for Vencorp (wholesale)

Universal Music Australasia - CHART (Complaints Handling And Resolution Team)
This system was designed to deal with any workplace problems employees may be having, including performance issues, discrimination and harassment complaints. The system is mediation-based, with employees having the option of using an external neutral mediator if their issue cannot be resolved through negotiation within the normal company reporting lines.

SPAN - Wholesale Telecommunications Market dispute Resolution system (2000 - 2005)

Dispute resolution panels (mediators and experts)
This system deal with business to business issues between telecommunication companies. See

Consultant Singapore energy market (2004)

System evaluation and review

System design focuses on surfacing and resolving underlying issues, rather than simply band-aiding presenting problems.

Telstra customer complaint handling Review Melbourne (2010)

LawCover Pty Ltd (2000)
LawCover Pty Ltd is the primary insurer of legal practitioners in NSW. This project involved a review of LawCover's protocol for the management of its litigated claims. The review was conducted over a 5 month period and involved questionnaires, interviews and focus groups with representatives of key stakeholders in the process.

National Electricity Code Administrator (NECA) (2000/2001)
Resolve was contracted to undertake a review and consultation in respect of the alternative dispute resolution procedures in Chapter 8 of the National Electricity Code. The consultation was conducted over a 6 month period and aimed to produce a report setting out a review of the existing procedures and recommendations for change. The consultation process involved the formation of a working group of representatives from key stakeholder groups, the release of an issues paper, a draft report, convening a forum and consulting with stakeholder groups individually. The final report was publicly available from the NECA website in July 2001.