While most of the feedback we receive is positive, complaints regarding mediators on the roster are addressed according to the following procedure:

1. Complaint received by Provincial Mediation Coordinator
2. Provincial Mediation Coordinator investigates the matter 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 mediation
3. Provincial Mediation Coordinator has further conversation with mediator regarding concerns
4. Mediation Coordinator sends letter to the complainant that addresses concerns
5. Where Mediation Coordinator is unable to address the concerns of the complainant, the matter is referred to the Roster Standards Committee for review.

Complaints regarding the Mediation Coordinators are addressed according to the following procedure;

1. Complaint received by Senior Manager/ADR Counsel
2. Investigation of the matter 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.
3. Senior Manager/ADR Counsel sends letter to complainant that address concerns.