Effective Date: 1 January 2026
1. Our Service
We are committed to providing a high-quality, professional mediation service. If you are not happy with our service, we would like you to tell us so we can work with you to resolve the issue. Your feedback also helps us improve our standards and services.
2. Raising a Complaint or Feedback
In the first instance, where appropriate, please discuss any complaints or feedback with your Mediator or Family Dispute Resolution Practitioner (FDRP). You can also email us at [email protected] or call 0455 238 884.
3. How We Will Contact You
We will usually contact you by email. If you prefer a different method of communication, please let us know.
4. How to Set Out Your Complaint
It will help us if you can explain, as fully as possible:
- Who you are unhappy with
- The date of the issue or incident
- The issues or incidents that have led to your complaint
If you have documents that support your complaint, please let us know and we will tell you if we need copies.
5. What Happens Next
- We will acknowledge your complaint as soon as we receive it
- We will look into the details of your complaint and discuss the issue with the relevant party or parties
- We may ask you to confirm some details or explain the issue further
- We will send you a written reply setting out our position and reasons within 14 days of acknowledging your complaint. If we need more time, we will let you know
- If we do not consider the complaint has merit, we will explain why in our written reply
- If you have raised issues that we agree need resolving, we will take appropriate steps to resolve them with you. This may include arranging a meeting to discuss the issues
6. Confidentiality
All complaints are handled confidentially and in line with our Privacy Policy.
7. If You Are Not Satisfied
If you have been unable to resolve the issue with us, please contact Kannen Mediation’s registered complaints body:
Resolution Institute
Email: [email protected]
Phone: 1800 651 650
Website: www.resolution.institute
8. Contact Details
Kannen Mediation
Email: [email protected]
Phone: 0455 238 884
Location: Sydney, servicing clients Australia-wide
9. Updates to This Policy
This Complaints and Feedback Policy may be updated from time to time. The current version will be made available on our website or upon request.
