A user-centred tribunal process is a necessary condition of improved access to justice. But it is not a sufficient one. You also need the process codified in rules that ordinary people can understand.
Tribunal rules of procedure are meant to guide users through the process the tribunal has designed to resolve the disputes before it. If the tribunal has an adjudicative mandate, then the dispute often involves two parties, and the process is usually adversarial.
The conventional approach does not work for users
Although they are intended to guide users, the rules are not typically written for the parties involved . . . [more]