Frequently Asked Questions
Dispute Resolution Services
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We handle disputes and conflicts that often involve ongoing relationships or responsibilities—like workplace or business conflicts, professional conduct concerns, neighbourhood issues, heritage and planning matters, and disputes involving veterans or public sector systems. Many of these involve overlapping governance, ethical, or relational dimensions.
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We use a model we have called Accord Resolution —a structured, values-based approach to resolving disputes and restoring working relationships.
It brings together mediation, conciliation, and collaborative methods, with a focus on care, clarity, and governance.
While it sits within the broader field of dispute resolution, Accord Resolution offers a distinctive, ethical approach shaped by the kinds of challenges our clients bring to us.
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We’ll guide you through that during our intake and triage process.
Some matters are best suited to mediation or conciliation, where the focus is on reaching agreement.
Others may benefit from Case Sounding, which allows for structured reflection and feedback before deciding how to proceed.
For complex or multi-party matters, we may recommend a Collaborative ADR approach, bringing together a team of professionals to support the resolution.
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We offer a range of structured approaches to dispute resolution—some facilitative, others reflective or designed to support clear process thinking—always tailored to the nature of the dispute and the relationships involved.
Interest-Based Mediation helps uncover the deeper needs and goals behind people’s positions.
Insight Mediation explores how conflict arises and is sustained, especially through fear or misunderstanding.
Narrative Mediation helps parties reframe conflict stories in ways that open up new possibilities.
Conciliation combines mediation with informed input or process guidance, especially in regulated settings.
Case Sounding offers a safe space for structured, neutral reflection—especially useful before formal mediation begins.
All of these fall under our Accord Resolution framework, which adapts the style and structure of the process to the people, the context, and the relationship at stake.
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Case Sounding is a structured, non-binding process that helps parties assess whether a dispute can be resolved without going to court. It’s particularly useful when positions have hardened behind legal arguments and the path forward feels stuck.
During Case Sounding:
Each side presents their case—often with legal representatives involved.
The neutral ADR specialist provides process-oriented feedback—focusing on negotiation strength, key misalignments, and alternative pathways.
Parties have an opportunity to reflect—often seeing their case, and the contest, with clearer eyes.
Where lawyers are involved, Case Sounding gives them space to perform, test ideas, and sound one another out. But it also creates a turning point: a respectful invitation to step back, let go of the adversarial posture, and allow their clients to explore resolution on their own terms—with better insight into both the risks and the possibilities ahead.
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Collaborative ADR is a structured, knowledge-driven approach to resolving complex or multi-layered problems—especially where legal, compliance, financial, or governance issues intersect.
It’s not just for disputes—it’s for when things get stuck, unclear, or too complex for one profession alone to solve.
We help clients and their advisors come together to think better, move forward, and design sustainable, aligned solutions.
Want to know how Collaborative ADR might support your advisory or compliance work? Ask us for the full practice note or capability statement.
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Yes, in select cases. We offer structured pro bono mediation for veterans (in partnership with ESO networks) and may offer low- or no-cost mediation in community or neighbourhood disputes, where a clear governance framework is present and parties act in good faith.
All pro bono requests and referrals go through a formal intake and suitability assessment.
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The first step is to complete our Accord Resolution Intake Form.
This helps us understand the nature of your matter, check for conflicts of interest, and assess whether it aligns with our Practice Lists (lists of the type of matters that we accept or refer on to other specialists). I
Intake is managed by WorkAccord, not the mediator directly, to maintain fairness, neutrality, and professional distance.
Please note: Submitting the form does not create an engagement. We will confirm suitability before proceeding.
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Once we receive your form, we:
Acknowledge your inquiry within two business days.
Conduct a triage review to assess suitability, risk, and alignment with our scope of practice.
Determine whether additional scaffolding (such as governance support or coaching) may be needed.
Invite you to a short free Exploratory Conference, if appropriate, to clarify process options, expectations, and participant readiness.
You can read more about how we manage inquiries in our Intake & Triage Policy.
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Triage is how we make sure your matter is safe, suitable, and likely to benefit from our approach. It involves:
Reviewing governance or legal frameworks
Assessing participant capacity and readiness
Identifying risks or role conflicts
Classifying the matter using our Practice Lists
It also helps us suggest alternatives when mediation isn’t the best fit—such as collaborative support, structured negotiation, or referral to other services.
Triage is guided by our internal classification system and risk review framework. You can learn more in our Intake & Triage Policy.
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We generally ask that you don’t upload documents unless we specifically request them. During intake, we may ask for particular materials—such as a dispute resolution clause or referral letter—if needed to support triage or clarify eligibility. Once a mediation or facilitated process is underway, we’ll guide you on what to share, when, and how. This helps protect your privacy and keeps our process focused and fair for everyone involved.
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An Exploratory Conference is a short, confidential discussion (usually by video) where we:
Clarify the nature of the dispute
Explore your expectations and readiness
Introduce our process in more detail
Establish boundaries, confidentiality, and ethical safeguards
Lay the groundwork for respectful, productive engagement
It’s not the mediation itself—but it plays a critical role in preparing everyone to move forward with confidence and clarity.
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Yes. Accord Resolution is a confidential dispute resolution process, and we take that responsibility seriously.
Anything said or shared during the process is treated as confidential and cannot be used outside it—except in limited circumstances such as seeking professional advice or complying with statutory or public sector obligations.
We also take steps to protect privacy and adopt data minimisation practices wherever possible. If legal advice or government approval is involved, we’ll make sure confidentiality is still respected.
Importantly, statements made during Accord Resolution—including settlement offers, admissions, or comments by the facilitator—are privileged. That means they can’t be used in court or arbitration, and the mediator cannot be called as a witness.
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Yes. We use a tailored Accord Resolution Agreement that outlines how the process works, including confidentiality, privacy, role boundaries, and mutual commitments.
You’re welcome to view it here, have it reviewed by your lawyers and ask questions about it.
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No. It’s the responsibility of the requesting or referring party to invite the other party to participate. This helps protect neutrality and ensures that any invitation comes from someone with an existing relationship to the matter.
If you need help framing the invitation, we can provide guidance or sample wording—but we don’t make first contact ourselves.
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Accord Resolution is a voluntary, joint process.
If the other party declines to take part, we won’t proceed with mediation or Case Sounding. However, in some cases—such as within a Collaborative ADR setting—it may still be possible to support you in clarifying next steps, reflecting on the issues, or preparing for future engagement. If you're unsure, feel free to ask—we'll help you understand your options.
We may also be able to suggest referral options or alternative services
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Our Veterans’ ADR program supports veterans and others to resolve a wide range of disputes and relational breakdowns. These may involve service providers, government departments, employers, ESOs, or peers.
Common issues include communication breakdowns, misunderstandings about entitlements, role or governance conflict within veteran groups, and civilian adjustment challenges.
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ADR costs are usually shared between the parties. However, under our Veterans’ ADR program, Eligible veterans pay nothing.
Other parties (e.g. service providers or community organisations) pay no more than their proportional share of WorkAccord’s ADR fee, with an additional 20% discount in recognition of the program’s public value.
We’re always happy to provide a fixed fee quote on request.
Governance Support
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We support ethical, effective governance at the points where it meets conflict, conduct, or change.
Our services include:
Designing professional conduct and grievance intervention frameworks.
Designing and supporting workforce governance and HR systems for talent engagement and retention
Supporting ethical leadership, organisational reset, and values alignment.
Advising on collaborative structures for decision-making and dispute resolution.
Conducting process reviews and supporting system reform initiatives..
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We work with professional associations, certifying bodies, community organisations, advocacy groups, and purpose-led enterprises—especially where governance challenges emerge alongside conflict, ethical risk, or cultural change.
We also offer support to local councils and community leaders in structuring community mediation or ethical engagement programs.
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Governance work often supports or scaffolds Accord Resolution processes—especially in complex or multi-party matters. For example, we may help design ethical agreements, decision-making frameworks, or grievance processes that create the conditions for meaningful resolution.
In our model, governance is not separate from the dispute resolution process—it forms part of the care structure that holds parties, their responsibilities, and their conflicts safely.
Some types of disputes or interventions are only accepted where appropriate governance structures are already in place. This helps ensure the process is fair, supported, and capable of leading to lasting outcomes.
Learning Design & WorkAccord Learning
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We design and facilitate learning programs for professionals and teams working in governance, compliance, dispute resolution, and ethical leadership.
Our services include:
Custom-designed learning pathways
Targeted Professional Education (TPE) modules
Reflective practice programs
Live tutorials and collaborative learning communities
We draw on established learning design principles—including taxonomies for significant learning—to support meaningful transformation, not just the transmission of information.
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We offer both design and delivery of professional learning programs—especially for governance, compliance, and dispute resolution contexts.
Our approach is guided by a backward design model, starting with learning needs assessment and working through all stages of the design process—including structured planning for engagement, reflection, and transformation.
We:
Design learning outcomes and activity specifications
Develop reflective and formative assessment strategies
Plan and apply online facilitation methods, including Gilly Salmon’s 5-Stage Model
Deliver live tutorials and reflective workshops
Drawing on extensive teaching experience at undergraduate and postgraduate levels—including employment law, public sector policy, civil procedure, and scientific forensic evidence—we can also deliver targeted sessions or programs directly.
We don’t build technical courseware (e.g. in Articulate, Captivate, iSpring, etc.), though we’re familiar with these tools and can provide guidance to your in-house team or external developers.
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Our services are designed for professional bodies, government agencies, compliance teams, ADR organisations, and purpose-led enterprises that need high-integrity learning in complex, regulated, or ethically sensitive environments.
We work particularly well with:
Governance, ethics, and compliance professionals
Dispute resolution practitioners and program designers
Public sector and legal educators
Organisational leaders and HR professionals designing in-house capability programs
Whether you're planning a one-off training module, a professional development pathway, or a learning component within a broader system reform, we can help you design and deliver learning that sticks—and that supports reflective, responsible practice.
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WorkAccord Learning is our collaborative learning community.
It brings together professionals working in governance, conflict resolution, and ethical leadership to share insights, build skills, and lead with integrity. The platform offers:
Live “TalkAbout” sessions
Structured learning threads
Community discussion
Pro and Gateway membership tiers
Our learning design services are often delivered through or alongside this community.
You can find out more here.
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Deep learning is central to everything we do.
Whether helping parties in mediation reflect on patterns of conflict, or supporting a governance team to embed ethical leadership practices, we see learning as both a process and a goal.
It’s why we structure our dispute resolution services around care, capacity-building, and sustainable engagement—not just quick fixes.
What Does It Cost?
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We price our services based on the type of matter, the process involved, and the level of structure or support required.
Some engagements are fixed-fee, others are capped or session-based, depending on scope and complexity.
Some engagements are pro bono (without fee or low cost) to promote accessibility in the public interest.
We’ll always let you know the likely cost before asking you to proceed.
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We aim to keep our pricing transparent and proportionate to the nature and scope of the work. Below is our current fee guide (all fees are exclusive of GST):
🔹 General Inquiries
20-minute phone or Zoom appointment (per party) — No charge
To explore suitability and process options.
🔹 Preliminary Conference
$400.00 per conference
Structured preparation sessions prior to engagement.
🔹 Document Review
$120.00 per document
For reviewing contracts, position statements, or related materials.
🔹 Mediation Conferences
Half-day mediation (up to 4 hours) — $1,800.00
Full-day mediation (up to 8 hours) — $3,000.00
Refresher (if mediation is extended to a second day) — 2/3 of applicable fee
🔹 Additional Expenses (if applicable)
Accommodation, meals, travel — at cost
Room hire — at cost
Long distance calls, couriers, etc. — at cost
🔹 Fixed-Fee Project-Based Work
We are always happy to quote a fixed fee for project-based matters (e.g. governance or learning design) where the scope can be clearly defined.🔹 As-Required Services
For ad hoc services within our Scope of Practice, fees are:$3,000.00 per day
$1,500.00 per half-day
$400.00 per hour
If you’re unsure what applies to your matter, we’ll gladly walk you through it.
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Yes. We often offer fixed-fee pricing for clearly defined services like single-session mediations or exploratory conferences.
For more complex or staged engagements, we may agree to a capped fee—giving you cost certainty even if additional work is required.
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Each matter is likely to be different.
However, a recent Accord Resolution mediation for a business dispute between two entities was resolved over two sessions including preliminary conferences, intake documents, follow up and a half-day conference for approximately $2,800 (including GST) shared equally between the parties - i.e. $1,400 each.
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Unless otherwise agreed, fees are usually shared equally between the parties, with each party paying half. This reflects the shared nature of the process and helps maintain balance and fairness.
In some cases—such as where a referring organisation or lead party agrees to cover the full cost—other arrangements can be made. We'll always confirm this clearly before proceeding.
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We don’t require full pre-payment. However, once a mediation date is confirmed, we may request a booking fee to secure the time in our calendar. Because mediation slots are limited and can’t easily be reallocated, this ensures the process is respected by all involved.
We may also ask that any outstanding invoices—for intake, preparation, or exploratory work—are settled prior to the mediation itself. This helps us maintain fairness and focus throughout the process.
If payment arrangements are a concern, we’re always happy to talk them through in advance.
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Booking fees are generally non-refundable, as they reserve dedicated time and cover preparation work that begins before the mediation itself.
However, a refund may be offered if:
We are unable to proceed due to circumstances within our control (such as mediator unavailability); or
We are required to withdraw due to a professional obligation not occasioned by the conduct of the parties.
If the process cannot proceed due to actions by the parties—such as a loss of good faith, breach of confidentiality, or conduct that compromises the neutrality or fairness of the process—the booking fee would usually be retained.
That said, we’ll always approach these situations with care and fairness, and we’re happy to talk through any concerns..
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We are committed to fairness, transparency, and professional integrity in all our engagements. If you have a concern that cannot be resolved directly with us, you are welcome to refer the matter to the Resolution Institute’s Member Complaint Process.
This provides an independent and impartial pathway for raising concerns about professional conduct or service delivery by accredited members.
You can learn more about the process on the Resolution Institute website.