Complaints about mediators

Who you can complain to us about

We—the Dispute Resolution Branch (DRB)—can investigate complaints about:

• mediators we have employed including
  • our staff and temporary staff
  • contractors and consultants
  • anyone else who provides a paid or voluntary service for us
• mediators accredited by us.

For other mediators, you can make a complaint to their accreditation provider. Search the national register to find their accreditation provider.

Mediators we have employed

To make a complaint about a mediator we have employed, use the Department of Justice (DoJ) complaints form (select ‘Community Justice Services’).

We will investigate your complaint in line with the DoJ client complaints management policy.

Learn about:

• the DoJ complaints process
• what you can do if you're not satisfied with the outcome.

Mediators accredited by us

To make a complaint about a mediator we have accredited, email drb.contact@justice.qld.gov.au.

Search the national register to find out if we have accredited a mediator.

We will investigate your complaint in line with our AMDRAS complaints management policy. Complaints lodged with the DRB under this policy must be received within 12 months of the relevant event.

If your complaint involves multiple agencies or people, we will coordinate with everyone.

Complaints process

When you submit your complaint, we will:

1. send it to the DRB Training Unit for assessment and seek informal resolution (where applicable)
2. conduct a thorough investigation of unresolved matters
3. record the outcome and let you know the findings.

Review of an outcome

If you are not satisfied with the outcome, you can request an internal review.

You have 20 business days from the day you received the outcome to request an internal review. However, we may still consider a late request if there are reasonable grounds to do so.

We must complete an internal review within 20 business days. If we need more time, we will decide a new timeframe and let you know.

External reviews

If you are still not satisfied, you can request an external review.

You have 12 months from the date the internal review was completed to request an external review.

For complaints made about a mediator we have:

• employed, learn what you can do if you’re not satisfied with the outcome
• accredited, contact the AMDRAS Board at info@amdras.au.

Each external review body has their own processing timeframes.

More information

For more information or help making a complaint, please contact drb.contact@justice.qld.gov.au.