Benchmarks for Industry-based Customer Dispute
Resolution Schemes

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The Benchmarks and their Underlying Principles

1. ACCESSIBILITY

The scheme makes itself readily available to customers by promoting knowledge
of its existence, being easy to use and having no cost barriers.

2. INDEPENDENCE

The decision-making process and administration of the scheme are independent
from scheme members.

3. FAIRNESS

The scheme produces decisions which are fair and seen to be fair by observing
the principles of procedural fairness, by making decisions on the information
before it and by having specific criteria upon which its decisions are
based.

4. ACCOUNTABILITY

The scheme publicly accounts for its operations by publishing its
determinations and information about complaints and highlighting any systemic
industry problems.

5. EFFICIENCY

The scheme operates efficiently by keeping track of complaints, ensuring
complaints are dealt with by the appropriate process or forum and regularly
reviewing its performance.

6. EFFECTIVENESS

The scheme is effective by having appropriate and comprehensive terms of
reference and periodic independent reviews of its performance.

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Benchmark
1 - Accessibility