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Complaints Handling Procedures |
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InterMEDIATE Dispute Management treats complaints seriously, and recognises that people are free to raise complaints and have them resolved in a manner that is fair, sensitive and prompt, ensuring:
1. an accessible and transparent complaints handling system;
2. resolution or appropriate response to conflict;
3. timely response, with care to all involve in the complaint;
4. confidentiality, in relation to all signed agreements;
5. clarity regarding expectations of the complainant and
6. a system that connects the insight gained from complaints back into the
mediation industry (known as feedback or reflective practice), to improve the
organisation's practices, policies and procedures.
InterMEDIATE Dispute Management supports a cooperative process in managing complaints, and encourages such complaints to be made at an early stage. We aim to handle complaints promptly and advise complainants of appropriate timeframes at all stages of the process.
InterMEDIATE Dispute Management will encourage the complainant to raise the complaint with the mediator in the first instance. If the complaint cannot be resolved informally at that stage, it will be progressed through the complaints handling process with the least level of intervention possible.
The mediator will not handle a complaint about himself/herself, or about any process in which he/she took part.
Complaints will be handled with procedural fairness. InterMEDIATE Dispute Management will ensure that each person has a right to be heard, to be treated without bias, to be informed of complaints being made, to have a right to respond and to have information about the status of the complaint.
All information will be treated with due confidentiality.
A complaint that cannot be resolved within the organisation, may be referred to an independent industry body such as an RMAB like ACDC, ADRA, CJC or LEADR for the application of their complaints and appeals procedure.
A complaint form is available upon request.
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