Utilities Disputes (UDL) is a not-for-profit organisation, providing dispute resolution and other related services to the utilities sector. 

UDL investigates and facilitates the resolution of complaints between energy retailers, lines distributors, water providers, fibre installers and their customers in a timely and cost-effective manner. It also works pro-actively to minimise complaints through our research and education services.

Our office consists of a focused team who work together in a supportive environment.

We apply a fair and reasonable approach to all aspects of our work to ensure we are accessible, independent, fair, accountable, efficient and effective.  We are committed to the health and safety of our staff and communicate in plain English.

UDL welcomes and supports people of all gender identities, ages, ethnicities, sexual orientations, disabilities, and religions.

Purpose of role

The role of the Conciliator is to resolve consumer complaints, using a range of dispute resolution strategies, and to carry out investigations and prepare high quality draft decisions.

They are also required to assist our Early Resolution Team in receiving incoming complaint calls and may be required to provide cover for the Conciliation Team Manager role from time to time.

Person specification

• A relevant tertiary qualification (in law or similar)

• Demonstrates an understanding of Te Ao Māori, Te Tiriti o Waitangi and the applicability of Tikanga to dispute resolution in Aotearoa (desirable)

• Experienced in interpreting legislation with a sound understanding of the requirements of working within a statutory based complaint/dispute environment

• Dispute resolution skills (desirable)

Professional skills

• Excellent written and oral communication skills

• Interest or experience in mediation or conciliation

• Computer literacy (MS Office, cloud-based systems and databases, Google suite of products)

• Able to analyse, interpret, and simplify technical and legal information

• Ability to effectively deal with challenging behaviour

• Ability to ask effective questions and build rapport

• Able to conduct a strategic investigation

• Able to identify complaint issues, determine options and apply basic dispute resolution techniques to resolve them

• Demonstrate consistent use of plain English principles

• Able to apply independence (both actual and

• Able to apply the principles of natural justice

• Able to interact with people from diverse cultures and backgrounds

• Open minded

• Collaborative team player

• An ability to work independently

• Adaptable and resilient

• Focuses on continually improving themselves and the organisation

Responsibilities

• Handle initial enquiries from the public about the complaints process and providing accurate advice or referral

• Facilitate the resolution of complaints using a range of dispute resolution strategies including conciliation and mediation

• Undertake investigations

• Provide advice to the Deputy Commissioner and Commissioner on complaints

• Prepare draft decisions for the Deputy Commissioner and Commissioner

• Maintain complete and accurate records of complaints and interactions with parties

• Demonstrate independence and applying the rules of natural justice when resolving complaints

• Comply with the various schemes, requirements of the Commissioner, and best practice complaint handling processes

• Identify opportunities for improving complaint handling processes within the office

• Contribute to and support other staff in the completion of their duties

• Undertake other tasks as required