While most of the feedback about Roster Mediators is positive, complaints are addressed according to the following procedure:
- The complaint is received by Civil Claims Mediation Coordinator;
- The Mediation Coordinator investigates the complaint by:
- Speaking with the mediator;
- Speaking with all of the parties;
- Speaking with all of the legal counsel;
- Providing a form to the mediator, parties and legal counsel for their comments on the complaint;
- The Mediation Coordinator has a further conversation with the mediator regarding the concerns;
- The Mediation Coordinator sends a letter to the complainant that addresses the concerns;
- 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:
- The complaint is received by Senior Manager/ADR Counsel;
- The complaint is Investigated by:
- Speaking with the Mediation Coordinator;
- Speaking with the complainant;
- Speaking with all parties and legal counsel as appropriate;
- 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.