Once you apply for mediation (through the Tenancy Tribunal online portal), we’ll let you know if it will be over the phone or face-to-face.

Telephone mediation

A lot of Tenancy Tribunal applications are resolved through telephone mediation. Both the landlord and tenant will be on the phone with the mediator. The mediator will set up the call and you will take part in the same way as you would in a face-to-face mediation.

We can also organise a translation service.

Face-to-face mediation

We schedule face-to-face mediation for a variety of reasons. These include:

• complex disputes (for example, if there’s more than one reason for the application)
• disagreement on the issues
• disputes where both the landlord and tenant have made an application.

You can ask for face-to-face mediation on your application if you think your dispute would be best handled in person.

Preparing for your mediation

Before the mediation session, take time to think about possible ways to solve the problem. You will need to consider the other person’s views as well.

You don’t need to convince the mediator of anything. You will talk about the issues together to try and reach a fair and reasonable agreement. The mediator will make sure that everything is lawful under the Residential Tenancies Act.

Make sure you have any supporting documents ready for your mediation. These might include:

• rent records
• receipts for work done
• notices to remedy.

You can ask to bring a support person

If you want to bring a support person, you need to ask the mediator. The mediator may ask the other person if they agree.

The support person can’t say anything, unless everyone involved in the mediation agrees that they can. Their involvement can sometimes help get a successful outcome.

A support person is different to a witness. You can’t bring witnesses to mediation. The aim is for the tenant and landlord to reach an agreement between them.

Pre-mediation workbook

Our pre-mediation workbook will help you get ready for the session. Working through it will help you plan what to say and how to say it.

Download the pre-mediation workbook below.