Nature of Neutral Interventions
Neutral Interventions are used at an early stage in the lifecycle of
a complaint or problem, usually as a means of preventing the problem from
growing into a full dispute. An independent person (we always use
fully trained dispute resolvers) contacts the (potential) complainant
to try to help them get their problem resolved as quickly and painlessly
as possible (eg: after property damage or injury).
The Intervener gathers information about the parties and the problem
and, where possible, uses this information (plus the rapport they establish
with complainants) to do things and/or make recommendations that could
resolve the complaint.
The Neutral Intervention Process
The Intervener works with and moves between the parties in an attempt
to identify or generate options that could resolve the problem.
Although they have no decision making powers and no formal advisory role,
the more the Intervener gains the parties’ trust and respect, the
greater the likelihood their opinions and recommendations will help to
resolve the problem.
Benefits of Neutral Intervention
Although still new to Australia, Neutral Intervention has been used widely
and successfully in the US, especially for group, environmental and insurance
claims, for many years.
Neutral Interventions are often completed without the parties ever actually
meeting with the Intervener, or even with each other!
The process is quick and uncomplicated. We’ve even resolved
some very difficult disputes entirely by telephone and email - combining
Neutral Intervention with mediation over the web!
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