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Response to Miriam Dean Review recommendations published
A report detailing our responses to an independent review of dispute resolution processes is now available.
Work to implement the recommendations of the review by Miriam Dean QC is part of wider, and on-going changes we're making to become a more client-centred organisation. Providing clients with access to fair, effective and timely dispute resolution has been a strong focus for us for some time.
Over the past two years, we've worked with MBIE and Fairway Resolution Services to make it easier for clients to challenge a decision we’ve made. This is a central theme of the Dean Review’s 20 recommendations. Nineteen of those recommendations have been actioned, and work on the 20th – relating to data collection and the complex issues around accessing medical evidence – has been substantially completed.
We believe we've made meaningful improvements to dispute resolution processes in terms of clients’ access to justice, and making sure they have greater support and a more transparent process when challenging a decision we've made.
We're planning further improvements focused on resolving clients’ concerns before the issue turns into a dispute, and on making it easier for them to review a decision if they're not satisfied with our responses.