There are a number of operational situations which can potentially lead to disputes between the Authority and the Contractor. These mainly relate to payment and processes. Whilst disputes can be challenging for the Contract Manager to manage it is generally better to acknowledge there is a problem that needs resolution than to avoid the subject in the hope it will resolve itself.
In practice most disputes are resolved through non-contractual discussions at the appropriate level. The Contact Manager should, as part of their role, endeavour to ensure that formal disputes do not arise, as they are time consuming for all parties and can divert effort away from the running of the Contract and the delivery of the service. A quick and cooperative problem solving approach can negate the need for a formal dispute resolution procedure. However care must be taken to formalise and document solutions so that they provide a long term fix to the issue.
If the Contract Manager becomes aware that an issue is not being resolved at a certain level (s)he should seek to escalate the issue to a higher level where there may be more scope for a mutually acceptable resolution.
Occasionally a dispute may arise which cannot be resolved between the parties at any level of engagement. At this stage the best option is to utilise the process for dealing with disputes outlined in the Contract. In the WIDP Contract this is known as the Dispute Resolution Procedure (DRP).