Tania Sourdin



A body of research undertaken by the author over the past five years has revealed that there are a number of factors that impact upon the use and access to complaints and alternative dispute resolution processes by disputants. In particular, the research has suggested that many disputants who may have grievances or concerns do not access or use complaints and dispute resolution services. The research identified that complainants and disputants who tend to take action when they have a complaint or a dispute tend to be located in certain geographical areas, have a higher socioeconomic status, and that age and gender can be an important factor in determining whether disputants will access complaints and dispute resolution processes.