FAQs

Can I get a confirmation from my query response, selection response, or ranking submission?

Contact the ADR provider facilitating the case. They can confirm your response.

I have filed my case; what is the process now?

Contact the ADR provider directly where you have filed the case for the next steps in legal proceedings.

How do I get a confirmation filing receipt?

A PDF receipt should have been sent to the email address you used to sign up and file the case. If you did not receive it, it is best to contact the ADR provider you filed the matter against. They will be able to send you a PDF receipt.

I have logged in to the platform but I can not see my profile or the ADR Organisation I am a member of?

Most likely, you are not logging in using the registered email you have with your ADR Organisation's. For example, if your ADR Organisation has your email address as 'ryan@arbitrator.com', but you decided to sign up on the platform as 'ryan@mediation.com', then the system won't be able to match your ADR Organisation profile to your login. In these situations, it is best to contact your ADR Service provider to determine the email address they have registered on your profile and then create an account with that same address.

Do you (Immediation) provide mediators? Do you provide legal services?

Immediation is a technology company that provides a platform to facilitate end-to-end alternative dispute resolution. We help sole mediators, arbitration centres, and accrediting bodies. We do not directly provide legal services.

My dispute involves a wavier, how to I skip the payment screen during the case filing process?

In most cases, you can click on the back arrow next to the logo to file the case with the fees unpaid. This is, however, dependent on how your ADR provider has set up their intake form. If that does not work, then it is best to contact the ADR provider directly to determine the best way to file your case.

How can I enter a claim amount larger than the maximum allowed on the case filing form?

Later in the intake form, there is a section where you can provide additional details about the case. In that section, you can note that the actual claim amount exceeds the limit specified in the initial filing.

I'm unsure which rules to select for my arbitration?

It’s recommended that you reach out directly to your ADR service provider for guidance on the most appropriate rules for your dispute. Please note that Immediation is not a law firm and cannot offer legal advice.

I am unable to add the participant's email address in the intake form because they are represented by counsel.

Typically, most intake forms allow you to add the participant and specify their role. In this case, you can enter the counsel's details and indicate their role as ‘counsel.’ This will let you complete the form, and additional participants can be added to the case later if needed. However, some intake forms may differ. If you're not sure, it's best to contact your ADR service provider for guidance.

How can I check if I filed my case correctly?

It's recommended to contact your ADR service provider directly to confirm that your case was filed correctly and all necessary information was included. Please note that Immediation is not a law firm and cannot offer legal advice.

Is there a way to print documents myself of another party has submitted? (e.g. submissions)

The way to do this is to download the document manually. Then you can print it out. There is no direct printing function on the platform.

If there is an upload document section on the intake form, do I still have to copy & paste the document? (e.g. Notice of Arbitration)

This is dependent on how your ODR provider has set up their intake form, so it is always best to check with them. But in general, if two sections ask for the same thing, such as the Notice of Arbitration, if you complete one section, then there is no need to do the other. So, for example, if you upload the Notice of Arbitration, then there is no need to copy and paste it into the proceeding section where it asks for it again.

I'm unable to download documents from the document repository because the option is greyed out.

This is due to a security feature that allows the document owner—the person or group who uploaded the document—to lock it from being downloaded. In such cases, you can only view the document online. If you need to download it, it's best to contact the document owner or your ADR service provider directly.

Do you need a DocuSign account to sign documents on the Platform?

No, you do not need a DocuSign account to sign documents on the Platform electronically. Immediaiton has a DocuSign account for the platform that you can use without any additional fees. However, special terms may be required if you plan to sign a high volume of documents electronically.

Does the platform provide a full calendar so that parties can book times directly?

We now provide a de-confliction calendar where each party can select five days they are unavailable. We are working on integrating with a third-party calendar to provide users with a full calendar option. This is slated for the second half of 2024.

Can the platform integrate into my accounting software? (QuickBooks, Sage, XERO, MYOB )

Currently, reconciliation between your platform and any accounting system you use is a manual process. The platform can export invoices and our required reports in CSV format, which will help in your reconciliation process. Integration with accounting systems is something slated on our roadmap for the second half of 2024. We are currently evaluating which accounting system to integrate, depending on customer demand.

Do I have to use the video conferencing solution that comes with the platform?

No, we are video conference agnostic. You can use Zoom, MS Teams, Google Hangouts, and any other video conferencing platform. Your Immediation platform can continue to manage your case - communication, correspondence, invoicing, and neutral selection. Although we don't have native integration with other web conferencing tools, the ability to at least log that these meetings happened outside the platform is slated for the second half of 2024. The benefit of using our video conference solution is that it is integrated into our calendaring system; it also has features such as DocuSign integration, pre-templated settlement agreements, co-drafting, complete audio and video controls, and party break-out rooms. We understand it is not for everyone and it is perfectly fine if you prefer to use other web conference tools.

I have been invited to a administrative conference call but can't seem to see any details pertaining to the matter when I log in?

You would have received an invite from your ODR service provider. Click on that email and make sure you sign up on the platform with the same email address to which the notification was sent. If you still do not see any details, it is most likely that your ODR service provider has not added you to the case as a participant. It is best to contact your ODR provider, ask them to add you to the case and double-check that they have used the correct email address when registering you as a participant.

I am trying to preview a document in the previewer but it keeps hanging at "This file is being processed. One moment...". Is there a way to download the document manually?

There occasionally can be connectivity issues or file size constraints when previewing files in a browser. There is always an option to download the document to view it offline. This can differ depending on the screen, but you will see a 'down' arrow or three dots next to the file which will enable you to download it.

How to I respond to a query? I can't seem to type online?

To do this, you'll need to download the document by clicking the down arrow on the right-hand side. This will allow you to open and edit the document using your preferred word editor (e.g., MS Word). Once you've made the necessary edits, you can upload the completed document as part of your response. The option to type directly within a neutral response is planned for a future update of Immediation.

Where are you (Immediation) based?

We are an Australian company headquartered in Perth, Australia, with global customers.

Who owns Immediation? What is ADR Technology Pty Ltd?

Immediation is a privately held company backed by private investors. We trade under the name ADR Technology Pty Ltd under the Australian Securities & Investments Commission (ASIC).

Is Immediation only a video conferencing platform?

No, we began as a video conferencing platform over five years ago, and since then, our solution has grown into a comprehensive case management system for mediation, arbitration, and adjudication. Our clients vary widely, from individual mediators to arbitral tribunal centres and industry-specific educational programs. We’re flexible regarding video conferencing—you can use Zoom, MS Teams, Google Hangouts, or any other platform of your choice, not just our web conferencing tool.

Can you deliver prompt customer support despite being based in Australia?

Yes, we operate with a distributed team and can address customer support requests within the same day, often within the hour, even across US and European time zones. We can discuss and tailor our services for larger firms with specific support SLAs to meet your needs.

I am not a big company, just a small firm, can I still use your solution?

Yes, absolutely. We offer a solution designed for all alternative dispute resolution practitioners. While many of our features are tailored for larger tribunal centers and adjudication schemes, you’re not required to use them. We also provide packages specifically designed for smaller businesses, and as your business grows, you can easily adopt additional features.

Anything else you would like to know that isn't covered in this FAQ or any other documentation? please feel free to email us at support@immediation.com

Updated on: 11/09/2024