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 Roster Standards Committee 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.