FairWay Resolution

What FairWay Resolution does

Fair Way Resolution Limited is New Zealand's largest specialist conflict management company, operating as a private employee-owned business since 1 July 2017 following its origins as a division of the Accident Compensation Corporation (ACC) in 1998-1999. The company delivers a comprehensive portfolio of dispute resolution services across family, workplace, construction, insurance, natural hazards, land acquisition, telecommunications, and financial sectors. Core offerings include Family Dispute Resolution (FDR), ACC reviews and conciliation, Building and Construction Dispute Resolution (mediation, adjudication, arbitration), Natural Hazards dispute resolution (NHCover, EQCover), the Land Acquisition Resolution Service (LARS), and dedicated Workplace Services covering mediation, investigations, facilitation, executive coaching, and organisational audits. Specialist services include Kāpehu (a culturally-informed workplace wellbeing framework integrating Māori tikanga), Speak Safe (confidential complaints programme for Fire and Emergency NZ), Voice of Child representation, and Customer Complaints Design and Review. The company also operates three external schemes in partnership: the Financial Dispute Resolution Service (FDRS), Telecommunications Dispute Resolution (TDR), and Study Complaints | Ngā Amuamu Tauira.

The underlying technology is a service delivery platform rather than a software product: a nationwide network of 200+ specialist practitioners delivering in-person, phone, and video sessions across all New Zealand regions, supported by direct-access intake channels (freephone 0800 77 44 22 for individuals, 0800 77 44 08 for organisations, email, and online inquiry forms). The proprietary components are domain-specialised service frameworks (Kāpehu, Speak Safe) and the operational infrastructure required to administer multiple statutory schemes simultaneously. No APIs, software integrations, or digital self-service platforms are disclosed. The company is certified under the Privacy Act 2020 for handling personal information.

Fair Way's revenue model is a hybrid of contracted government scheme delivery (managed services revenue from ACC, Natural Hazards Commission, Ministry of Justice, Fire and Emergency NZ, and other Crown entities) and private fee-for-service professional services for organisations (workplace mediation, investigations, training, executive coaching, scheme design and review). Pricing is not publicly disclosed; access is via direct contact channels. The company serves two primary customer segments: individuals navigating personal disputes (accessed through statutory schemes or direct inquiry) and organisations seeking workplace conflict management and complaint system design. Customer outcomes include 17,000+ people assisted annually, an 80% resolution rate for family mediations (Sept 2022 - Feb 2023), a +74 Net Promoter Score for the TDR service in 2022, and 82% of calls answered within 20 seconds (April 2022 - March 2023).

Name

FairWay Resolution

Legal name

Fair Way Resolution Limited

Website

https://fairwayresolution.com

Company type

Private

Founded year

1998

Operating status

Operating

Headcount range

101–250 employees

Short description

Fair Way Resolution is New Zealand's largest specialist conflict management company, providing dispute resolution, mediation, and workplace services to government agencies and private organisations nationwide.

Ownership category

akta.pro rank

Product category

Dispute Resolution Services

SIC

Services-Legal Services (8111)

akta.pro industry

PRIMARYBPAIAFAL

Alternative Dispute Resolution & Restorative Justice Programs

Business & Public Services/Public Sector & Government Administration/Justice System (Courts, Prosecution & Corrections)

SECONDARYBPAHAAAB

Litigation & Dispute Resolution

Business & Public Services/Professional Services (Legal, Accounting, Consulting)/Legal Services

Keywords

• Dispute resolution services
• Mediation and adjudication
• Family dispute resolution
• Workplace conflict management
• Statutory scheme administration

Headquarters

HQ city

Wellington

HQ country

New Zealand

HQ region

Oceania

Offices4 records

Markets served

GTM type

B2B and B2C

Offering type

Services

Cost components

Personnel, Operations, Infrastructure, Marketing or Sales

Revenue model

1. Government-funded dispute resolution schemes: Delivers contracted services for government agencies including ACC reviews, Natural Hazards Commission dispute resolution, Ministry of Justice Family Dispute Resolution, and other statutory schemes. Revenue is derived from government contracts and scheme administration fees.
2. Private organisational services: Provides workplace services (mediation, investigations, coaching, facilitation, training, organisational audits) and dispute resolution scheme design/review for private organisations on a fee basis.
3. Scheme design and review for organisations: Independent review and design of customer complaints and dispute resolution systems for private organisations, providing expert advisory services.

Go-to-market motion1 record

Distribution channels4 records

Marketing channels4 records

Core offering

Fair Way Resolution provides specialist conflict management and dispute resolution services across New Zealand, offering mediation, conciliation, adjudication, arbitration, and investigation services. The company delivers both government-mandated statutory schemes (ACC reviews, Natural Hazards Commission disputes, Family Dispute Resolution, Telecommunications Dispute Resolution, Financial Dispute Resolution Service, and Land Acquisition Resolution Service) and private workplace services including organisational audits, training, executive coaching, and scheme design. It operates a team of more than 200 practitioners nationwide and assists over 17,000 people each year.

Product overview

FairWay Resolution is New Zealand's largest specialist conflict management company offering a comprehensive portfolio of dispute resolution services. The core offering includes Family Dispute Resolution (FDR) for separating families, ACC Services for injury claim disputes, Building and Construction Dispute Resolution (mediation, adjudication, arbitration), Natural Hazards Dispute Resolution for earthquake and natural disaster insurance claims, Land Acquisition Resolution Service (LARS), and Workplace Services including mediation, investigations, and organisational consulting. The company also operates three external dispute resolution schemes: Financial Dispute Resolution Service (FDRS), Telecommunications Dispute Resolution (TDR), and Study Complaints. Key specialist services include Voice of Child representation, Kāpehu workplace wellbeing, Speak Safe for Fire and Emergency staff, and Customer Complaints Design and Review for organisational development. The services span both public schemes contracted by government agencies and private services for individuals and organisations.

Differentiator

Problem solved

Functional benefit

Products and services

• Family Dispute Resolution (FDR)

Quantifiable outcome

• 17,000+ people assisted each year
• +3 more outcomes

Named customers10 records

Segments5 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature3 records

Partnerships

Six partnerships are on record, tiered minor.

• BarnardosminorOthersCharitable partner providing family support services. Barnardos and Fair Way collaborate on family dispute resolution services.
• Asian Family ServicesminorOthersCulturally-specific family services organisation supporting Asian communities in New Zealand. Partnership extends reach to diverse cultural communities.
• PillarsminorOthersOrganisation supporting families affected by imprisonment. Partnership provides integrated support for families navigating dispute resolution during incarceration.
• Portia LawminorOthersLegal services partner providing professional legal support and collaboration on family law matters.
• SkylightminorOthersTrauma and grief support organisation. Partnership provides integrated support services for families experiencing trauma during dispute resolution.
• Presbyterian Support Upper South Island (PSUSI) / Family WorksminorOthersSocial services organisation providing Family Works community services. Multiple Fair Way practitioners are employed by or contract through PSUSI, including Family Dispute Resolution mediators and Voice of Child specialists.

Scale indicators6 records

Recent moves8 records

Expansion highlights8 records

Direct peers

• Centre for Effective Dispute Resolution (CEDR): UK-based ADR organisation providing mediation, training, and scheme design services to corporate and public-sector clients. Comparable in offering a mix of practitioner services and organisational capability-building, similar to FairWay's workplace services.
• JAMS: Largest private alternative dispute resolution provider in the United States, offering mediation, arbitration, and adjudication across commercial, employment, construction, and insurance matters. Closest international scale equivalent to FairWay's statutory-scheme-driven model.
• The ADR Group: UK alternative dispute resolution provider delivering mediation, workplace conflict, and adjudication services. Closely aligned to FairWay's mix of family, workplace, and construction dispute resolution services.
• Resolution Institute: Australia and New Zealand's peak body for alternative dispute resolution, providing accreditation, mediation, arbitration, and conflict management services across the same trans-Tasman market where FairWay operates. Most directly comparable peer in terms of service mix and geographic adjacency.

Regional players

• Singapore International Mediation Centre (SIMC): National-level mediation centre in Singapore delivering commercial and cross-border mediation services. Comparable as a state-supported ADR institution delivering dispute resolution services to individuals and corporates, though operating in a different geography.
• Dispute Settlement Centre of Victoria: Victorian government-funded dispute resolution centre offering mediation across family, neighbourhood, and workplace disputes. Similar mission and service mix to FairWay's individual-facing scheme work, and a useful public-sector comparator.
• Community Justice Centres (Victoria): State-provided free mediation and conflict resolution service in Victoria, Australia. Conceptually similar to FairWay's government-funded statutory scheme work (e.g., Family Dispute Resolution) but operating as a public agency rather than an employee-owned firm.
• LEADR: Australia-based ADR provider offering mediation, arbitration, and conflict management services. Geographic peer with overlapping service lines (workplace, commercial, family) and similar market characteristics to New Zealand.

Broad incumbents

• American Arbitration Association (AAA-ICDR): Long-established US-headquartered ADR organisation offering mediation, arbitration, and conflict management services globally. Broader and more established than FairWay, but operates in the same core categories of statutory and contractual dispute resolution.

Others

• EQC Toka Tū Ake: New Zealand's Earthquake Commission, which commissions FairWay to deliver the EQCover Dispute Resolution scheme. Listed as an ecosystem participant rather than a competitor; illustrates the principal-customer relationship that underpins a meaningful portion of FairWay's revenue.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat4 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/FairWayresolve
• Facebookfacebook.com/FairWay.Resolution

Compliance1 record

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about FairWay Resolution