Civil Mediation Service - Complaint Process

While most of the feedback about Roster Mediators is positive, complaints are addressed according to the following procedure:
  1. The complaint is received by Civil Claims Mediation Coordinator;
  2. The Mediation Coordinator investigates the complaint by:
    1. Speaking with the mediator;
    2. Speaking with all of the parties;
    3. Speaking with all of the legal counsel;
    4. Providing a form to the mediator, parties and legal counsel for their comments on the complaint;
  1. The Mediation Coordinator has a further conversation with the mediator regarding the concerns;
  2. The Mediation Coordinator sends a letter to the complainant that addresses the concerns;
  3. Where the Mediation Coordinator is unable to address the concerns of the complainant, the matter is referred to the Senior Manager/ADR Counsel, Dispute Resolution Unit for review.
Complaints regarding Mediation Coordinators are addressed according to the following procedure:
  1. The complaint is received by Senior Manager/ADR Counsel;
  2. The complaint is Investigated by:
    1. Speaking with the Mediation Coordinator;
    2. Speaking with the complainant;
    3. Speaking with all parties and legal counsel as appropriate;
    4. Providing a form to the Mediation Coordinator, appropriate parties and legal counsel for their comments on the complaint;
The Senior Manager/ADR Counsel sends a letter to complainant that addresses the concerns.