# During a Dispute, Your Calls Are Routed to the Right Channel

> When a dispute is active, calls from the customer's number are routed to a dispute notice agent directed to the portal process — not a sales agent. Suppliers remain unaffected.

- Canonical URL: https://www.eek.nz/news/dispute-aware-call-routing-blacklist
- Published: 2026-04-28
- Author: EEK Mechanical
- Publisher: EEK Mechanical, a trade name of Forman Pacific, LLC

## The Process Channel Is Enforced for Everyone's Benefit

When a formal dispute is active, EEK routes calls from the customer's phone number to a dedicated dispute notice agent. The agent explains that a dispute is currently in progress and directs the caller to the portal dispute thread — where the record is complete, both parties can communicate in writing, and the process can continue properly.

This is not a blacklist in the punitive sense — the caller is helped and directed, not silenced. But it does enforce the dispute channel: resolving a dispute through a phone call with no written record is not good for the customer or EEK. The portal process provides a documented trail that protects both parties if the dispute escalates to the Disputes Tribunal.

## Suppliers Are Unaffected

Suppliers associated with a job under dispute are not affected by the customer's routing rule. They continue to call EEK's supplier line and receive normal service. The dispute between EEK and a customer does not interrupt the workshop operations or supplier coordination for that job. Separation of concerns is built in.

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Source: https://www.eek.nz/news/dispute-aware-call-routing-blacklist