Our purpose and approach to conflict resolution
Understand the alternative dispute resolution approach (ADR) practiced by the IOSDR.
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Our purpose
The IOSDR helps people reach a workable solution to ongoing issues between a school and a family.
If no resolution is possible, a recommendation can be made to the department about what further solutions or steps may be helpful.
These recommendations are not findings of fault or blame. They are ways to resolve the current issue and may include ideas for system improvements that will have longer-term benefits.
Alternative dispute resolution
For the IOSDR, the alternative dispute resolution (ADR) approach means not having a third party make decisions about the complaint, and not applying court-style standards, evidence gathering, and decision-making processes.
In a typical complaint assessment process, an independent neutral person:
- applies standards based on rights, rules, and an investigation of the evidence
- focuses mainly on past actions to judge who was in the wrong at the time, and
- decides what the outcome should be.
Instead, the Office uses a restorative ADR approach to help parties find an effective solution to an intractable complaint. The issues creating conflict are identified and discussed so that everyone’s point of view is heard and understood and so a way forward can be created.
The Office helps everyone involved as they try to build a resolution that:
- supports the effective engagement of the student with their education
- builds or adjusts an effective working relationship between the parent(s) and the school, and
- integrates the outcome within the education system in a sustainable way.
Education & trainingParents & carersStudents
Updated 27 March 2026
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