Mr Forster is a director of ''Talk-Meet-Resolve'', an independent service launched this week as part of a series of wider changes intended to help improve ACC dispute resolution services.
''Talk-Meet-Resolve's vision is to transform the way that people experience disputes with ACC,'' Mr Forster said.
The process used by the disputes resolution company was based on a type of mediation called ''conciliation'', and six highly-experienced conciliators would initially be involved.
This approach was used widely in Australia, and had a long track record of effective and timely dispute resolution, and the aim was to do the same here ''in a uniquely Kiwi way'', he said.
Lengthy disputes that led to reviews and later court cases were stressful experiences for all concerned, including ACC clients and staff, and could take a heavy toll on the relationships of ACC clients.
ACC had shown a positive response in allowing alternative approaches to dispute resolution to be undertaken.
Under the conciliation approach, independent dispute resolution specialists will arrange meetings between ACC and clients as soon as issues arise, ''so everyone can work together to seek solutions'' and ''get things back on track'', thus avoiding the need for reviews or court cases.
This alternative approach had arisen from research, funded by the New Zealand Foundation, he had helped undertake in Dunedin between 2014 and 2017 for Acclaim Otago, an ACC claimant support group, and the University of Otago, on access to justice issues involving injured people.
ACC spokesman James Funnell said ACC believed that ''a combination of our own internal early resolution processes; the introduction of case conferences; the use of Talk-Meet-Resolve's conciliation services, and greater capacity and choice for review hearings will achieve better outcomes for all parties involved in an ACC dispute''.
The Independent Complaint and Review Authority (ICRA) would now provide review and dispute resolution services in a similar manner to those already provided by FairWay Resolution Ltd, he said.
Having two large providers operating nationally meant a greater capacity for review hearings, which, with the introduction of video conferencing, would give people more choice about when and how they took part in such hearings, Mr Funnell said.
