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Dispute resolution

When it goes wrong, here is exactly what happens.

Keep the issue, messages and supporting evidence together in the job workspace. Start by working directly with the other party, then request a Serproz review when the issue cannot be resolved.

  1. Stage 0

    Prevention, built in

    • Milestone completion requires photo evidence from the provider before you're asked to approve.
    • Scope, quotes and change orders are written records on the job — not text messages.
    • This evidence base is what makes fair adjudication possible when things do go wrong.
  2. Stage 1

    Direct resolution

    • Either side opens a dispute on a milestone. The funds for that milestone are frozen — other milestones are unaffected.
    • A structured negotiation thread opens with proposed-resolution options: release, partial split, or rework-then-release.
    • Most disputes end here, because both sides can see the same written scope and evidence.
  3. Stage 2

    Platform mediation

    • An evidence-first review of the scope document, change orders, photos and the message thread.
    • Possible outcomes: full release, full refund, a defined split, or a rework plan with a new acceptance date.
    • Every decision comes with a written rationale referencing the evidence — no unexplained outcomes.
  4. Outside Serproz

    Your statutory rights, preserved

    • Nothing in this process waives or replaces your legal rights.
    • Adjudication under the Construction Contracts Act 2002 remains available for construction contracts, including residential work.
    • So does the Disputes Tribunal, and your rights under the Consumer Guarantees Act.
Evidence standards

Decisions follow evidence, not volume

Written scope wins

The accepted quote, milestone descriptions and approved change orders define what was agreed. Verbal side-deals can't be adjudicated.

Photos over recollection

Date-stamped photos submitted with completion requests and dispute evidence carry the most weight.

Both sides heard

Each party can submit evidence and a proposed resolution before any decision is made.

An open dispute stays linked to the relevant job stage, messages and evidence. Any payment hold, release or refund status that applies is shown in the job workspace.

Read how customers and providers connect on How it works.