We recognise that people are free to raise complaints and have them resolved in a manner that is fair, sensitive and prompt, ensuring:
an accessible and transparent complaints handling system;
resolution or appropriate response to conflict;
timely response, with care to all involve in the complaint;
confidentiality, in relation to all signed agreements;
clarity regarding expectations of the complainant;
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.