FAQs

Q?

Can mediation assist parties to resolve their dispute?

A.

The short answer is - YES

A skilled mediator will provide a safe forum for all parties to have an opportunity to express their views in a non threatening controlled environment. Mediators are trained to ensure that the assist the parties to complete the following:

  1. Set basic rules for how each party must interact with one another e.g. acceptable code of conduct - no swearing, bullying or demeaning;
  2. Identify what issues are important to each party;
  3. Assist both parties to group the issues that are common to each side;
  4. Provide a platform to allow each party to speak without being interrupted or undermined when speaking;
  5. Ensure that all parties a have an opportunity to express their views before the mediation session is finalized.

Q?

What is the definition of a complaint?

A.

A complaint is:
• an expression of dissatisfaction with any aspect of service delivery either paid or unpaid;
• a concern that provides feedback regarding some aspect of service delivery that identifies issues requiring a response from the organisation;

Q?

What is the best guide to assess whether our complaint procedure is appropriate?

A.

There is no point in reinventing the wheel.
For an easy guide on whether your organisations internal process is meeting the needs of your customers and your organisation I suggest by purchasing AS ISO 10002:2006 Australian Standard: Customer satisfaction – guidelines for complaints handling in organisations available through SAI Global website: http://infostore.saiglobal.com
This guide provides an easy to understand and useful information on policies, procedures and flowcharts for any industry.

Q?

Do my staff have to sit and be abused by complainants?

A.

There are certain guidelines that need to be considered by organisations when dealing with consumer complaints.

1. Have you trained your valuable staff in dealing with complaints?
2. Have you trained your staff in your internal complaints policy?
3. Have you trained your staff to ask the correct questions to elicit information from an aggrieved customer?

No staff member should be abused, threatened and/or intimidated by any individual. All organisations should consider having an advertise Code of Conduct for any staff and customer interaction this will form the baseline of acceptable conduct between all parties.

Q?

How do you handle vexatious complainants?

A.

A vexatious individual is defined as: -
“A form of abuse. A vexatious complaint has the power to hurt and disrupt another person's life in such a way that their career can be torn to shreds and may result in psychological injury.”

An organisation will need to have a policy in place to manage these type of complainants however be mindful that we do not label someone as vexatious without first:

1. Considering the information that they provide us in an unbiased way;
2. Asking clarifying questions;
3. Ensuring that we consider all their evidence;

Q?

How should you respond when a complainant is screaming at you in a public area?

A.

You can respond to a complainant by stating the following:

1. I would like to hear what you have to say to resolve your complaint;
2. The information that you provide me with will assist our organisation to meet your needs and other customer needs;
3. I would therefore respectful request that you stop screaming at me and I will endeavour to assist you in a way to resolve your complaint;

If the complainant at this point refuses to stop screaming you have a right to request that they immediately desist from behaving in an offensive manner or you will ask them to leave.