How it works
What happens when you contact us
Every dispute is different. The outline below describes the stages a matter may pass through. The actual process always depends on the dispute, the people involved, the applicable law and any agreement between the parties.
Ten stages
From first call to final step
Not every matter goes through every stage, and some stages happen together. A straightforward negotiation may move quickly, while a family or community dispute may need more preparation.
Start with an enquiryStage 1: Initial enquiry
You contact the Centre by phone, WhatsApp, email or the online form and tell us, in general terms, what the dispute is about. Sending an enquiry does not commit you to anything, create an appointment or start a formal process.
Stage 2: Preliminary assessment
We discuss the situation with you, explain the options and consider whether ADR is likely to be suitable. Some matters are better handled by a court, the police, a customary authority or another body, and we will say so where that is the case.
Stage 3: Conflict of interest checks
Before anyone is appointed to act as a neutral, the Centre checks for any personal, family, business or organisational connection with the parties. A person with a conflict of interest will not act, and any potential conflict is disclosed.
Stage 4: Choosing a suitable process
Together we consider whether negotiation, mediation or arbitration fits the dispute, or a combination. Arbitration requires the parties' agreement, and an existing contract or legal requirement may already decide which process applies.
Stage 5: Participation and consent
With your permission, the Centre contacts the other party to explain the process and invite them to take part. Negotiation and mediation are voluntary: everyone must agree to participate, and anyone may leave. Ground rules and confidentiality, including its legal limits, are agreed in writing.
Stage 6: Appointing the neutral
A mediator, facilitator or arbitrator is appointed whose background suits the dispute and who has confirmed their independence. In arbitration, the parties' agreement may set out how the arbitrator is chosen.
Stage 7: Scheduling and preparation
Sessions are arranged at the Centre or, where suitable, online. You may be asked to share key documents in advance and to think about your priorities and what a workable outcome might look like.
Stage 8: Sessions or hearings
In negotiation and mediation, the neutral guides joint and private conversations aimed at understanding the issues and exploring options. In arbitration, each side presents its case and evidence under the agreed procedure, and the arbitrator decides.
Stage 9: Recording the outcome
If the parties reach agreement, its terms are written down for them to read, consider and sign; you may take legal advice before signing. In arbitration, the arbitrator issues an award. If no agreement is reached, the process ends and the parties remain free to consider other options.
Stage 10: Following up
Where appropriate and agreed, the Centre may follow up to see how arrangements are working, or help the parties return to the table if new issues arise.
Good to know
A few important points
- No guaranteed outcome
- ADR cannot guarantee a settlement, a particular result or a timescale. What it offers is a structured, fair opportunity to resolve the dispute.
- Mediators do not decide
- A mediator never imposes a settlement. Only in arbitration does a neutral make a decision, and only because the parties agreed to that.
- Independent advice
- Our neutrals do not advise either party on the law. You are welcome to consult a lawyer at any stage, particularly before signing an agreement.
Have a question about the process? Read our FAQs.
Next step
Talk to us about your dispute
Tell us what is happening in your own words. We will explain the options available and whether ADR is likely to help. Sending an enquiry does not commit you to anything.