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SPANs New Web Service to Streamline Telecommunications Industry Dispute Resolution

Announcement posted by SPAN 28 Sep 2004

The Service Providers Association (SPAN), with the help of the Australian Government, has launched an online resource centre for Alternative Dispute Resolution (ADR) among telecommunications service providers.
Accessible via a new web site (www.resolutionatspan.net.au), the resolution@span resource centre contains training materials, procedural outlines, downloadable documents to facilitate the mediation processes and contact information for experts who can assist with mediation queries. (For more information refer to the resolution@span fact sheet pasted below.)
Officially launched in March 2004 by ACCC Chair Graeme Samuel AO, the SPAN ADR program, resolution@span, has already proved highly successful in resolving disputes among telecommunications service providers.
The launch of the resolution@span online resource centre is the next step in SPANs promotion of ADR as a means to build more effective commercial relationships across the industry. The new website will provide a non-threatening and cost-effective way for prospective users to investigate alternative dispute resolution processes as an alternative to traditional combative dispute resolution methods, said SPANs Chairman, John Kranenburg.
Prior to launching resolution@span, SPAN piloted the program for two years, working on a variety of actual dispute cases. The experiences from resolution@span real life scenarios have been distilled into the new online resources, Mr Kranenburg said.
The new website is targeted at the telecommunications industry, and at interested professionals who are keen to learn about the services available under the resolution@span program and how they may be used to handle dispute situations and negotiations. The offered services include Case Management, ADR services such as Mediation and Expert Determination, as well as training in the use of ADR, strategic negotiation and facilitation. The program is resourced and managed by an industry management committee with the support of a number of sponsoring organisations.
Australian Government Helps Fund Alternatives to Dispute Resolution
Development of the resolution@span online resource centre has been made possible by a grant from the Australian Government.
Commenting on the new web resources, Minister for Communications, Information Technology and The Arts, Senator Helen Coonan said, The Governments policy is to ensure that deregulation of the telecommunications industry continues to benefit service providers and the customers they serve. We see resolution@span as a valuable initiative in the drive to achieve timely commercial outcomes which work for the benefit of all participants.
Mr Kranenburg said, SPAN is very grateful for the support of Senator Coonan and the Australian Government. Companies that have used the resolution@span services report significant time savings as well as cost and cultural change benefits. We are confident that these benefits will be spread more widely through the launch of this new website and the further development of our training services.
Other industry and Government supporters that have contributed to the development of the program include:
AAPT Limited
Australian Communications Authority (ACA)
Australian Competition & Consumer Commission (ACCC)
Australian Communications Industry Forum (ACIF)
Macquarie Corporate Telecommunications (MCT)
Optus
PowerTel Limited
Telstra.
For further media information visit www.resolutionatspan.net.au or contact:
Niki France, N2N Communications: 0417 214 308
John Kranenburg, Chairman of SPAN: 0412 205 619
Phil Singleton, resolution@span promotion: 0414 466 870
FACT SHEET: resolution@span Website: www.resolutionatspan.net.au
Through the resolution@span website, industry professionals can access a range of training materials, forms and contact information for professionals, that can facilitate in alternative dispute resolution practices. Content includes:
About resolution@span
o Overview, SPANs role, the management committee, sponsors and contact details
Dispute Resolution the key steps
o Case Management role, costs, Case Manager profile, documentation
o Mediation about Mediation, costs, Mediator profiles, documentation
o Expert Process determination and evaluation, costs, profiles, documentation
Facilitation
o About Facilitation and documentation
Training
o An Introduction to Dispute Resolution course overview, about the trainer, and registration
o Negotiation Training
o In-house Training
Resources
o Master list of documents and forms, video of statements by users of the program, topical and useful references.