We help organisations step back from individual disputes to examine how concerns are received, triaged and resolved across the system. Through policy design, process mapping and leadership advisory, we support more consistent outcomes, reduced escalation and stronger organisational confidence.
Delivered by Shiv Martin and a trusted network of specialist practitioners across law, mediation, psychology and governance.
Why organisations need this support
Many organisations already have policies and processes for managing conflict and complaints, but they don’t always work as intended. Issues escalate, repeat, or create risk because systems are unclear, inconsistent or not designed for real-world pressures.
The problem is rarely just the people involved, it’s the structure around how concerns are received, triaged and resolved.
This support helps organisations strengthen those systems so complaints are handled earlier, decisions are more consistent, and leaders can respond with clarity and confidence.
Why work with Shiv Martin Consulting?
Organisations choose Shiv Martin Consulting when they need more than off-the-shelf advice. We work alongside government agencies and businesses to design practical dispute resolution and complaints systems that stand up to real pressure, not just policy intent.
Our work is founder-led and informed by expertise in law, mediation, psychology and governance. That means the systems we help design are not only compliant and defensible, but also realistic, human and workable for the people using them every day.
A safe, fair and inclusive approach
Our work is grounded in fairness, cultural awareness and psychological safety. We bring cross-cultural, mental health and legal expertise to help organisations respond to conflict and complaints in ways that are respectful, defensible and workable in practice. This ensures systems are not only compliant, but inclusive and trusted by the people who rely on them.
How this differs from training and mediation
Advisory and consulting work focuses on the systems around conflict and complaints - not just individual situations.
Training builds staff capability and confidence to manage conversations and apply skills.
Mediation supports a specific dispute where an independent third party helps people reach agreement.
Advisory work happens at the organisational level. It strengthens the policies, pathways and decision-making frameworks that sit behind those activities, so concerns are handled early, consistently and in line with governance and risk obligations.
By getting the system right, organisations reduce escalation, support their people more effectively, and ensure mediation and training are used at the right time and in the right way.
1
Dispute Resolution System Design
Design or redesign the structures that guide how conflict and complaints are managed through your organisation - from intake and triage through to resolution, escalation and review. This includes process maps, decision pathways and practical tools staff can use day to day.
2
Complaints & Governance Frameworks
Develop and refine policies, procedures and governance settings so responses are consistent, fair and defensible. This includes policy drafting, compliance alignment and documentation that supports regulatory and organisational requirements. This is ideal for Human Resources and People Management concerns.
3
System Review and Improvement
Review existing dispute resolution and complaints systems to identify gaps, reduce backlog and escalation, and improve clarity, efficiency and staff confidence. Recommendations focus on practical changes that can be implemented quickly.
4
Implementation & Stakeholder Resources
Support rollout through leadership guidance, coaching and practical materials such as information sheets, videos, templates and forms. These resources help staff and stakeholders understand the process and engage with it confidently. This information is partnered with expert training.
We work with forward-thinking leaders across the public and private sectors who understand that effective dispute resolution systems are essential infrastructure for organisational success.
Who we support
Government Agencies & Departments
Designing compliant, efficient complaint handling systems
Regulatory Bodies & Ombudsman Offices
Enhancing conciliation and investigation processes
Large Corporations
Internal dispute resolution and employee relations systems
Educational Institutions
Student, staff, and community dispute resolution frameworks
Not-for-Profit Organisations
Stakeholder engagement and conflict management processes
Aged Care & Disability Services
Managing conflicts involving vulnerable clients and families
We are proud to support teams from the following organisations
Book a free, confidential discovery call to discuss your organisation, the challenges you’re facing and what support may be helpful.
Following this, we’ll provide a staged proposal outlining the intent, scope and deliverables for each phase, along with a budget aligned to your needs and priorities.
Once work begins, we maintain regular check-ins and updates so you have visibility as the project progresses.
After implementation, we can continue to support your team through training, coaching and community-based learning to ensure the systems remain embedded and effective over time.