Complaint Procedure
- INTRODUCTION: This Complaint Procedure outlines the process for addressing complaints related to the services provided by ADR Justice Centre. We are committed to resolving complaints in a fair, transparent, and efficient manner.
- SCOPE: This procedure applies to complaints concerning any aspect of the services provided by ADR Justice Centre, including but not limited to arbitrations, mediations, other ADR services, administrative processes, and interactions with staff.
- LODGING A COMPLAINT
a. Complaint Submission: Any party or individual involved in arbitration or mediation proceedings administered by THE ADR Justice Centre may complain by submitting a written complaint form. Complaints could also be submitted in writing and addressed to the Complaints Officer at ADR Justice Centre. Complaints can be submitted via email, mail, or in person. The complaint should include:
- Name, contact details, and affiliation (if any) of the complainant
- Description of the complaint, including relevant details and supporting documentation
- Relevant case details (if applicable)
- Any specific outcomes or resolutions sought by the complainant.
b. Submission Channels: Complaint forms can be submitted via email, postal mail, or in-person to the designated complaint handling officer at the ADR Justice Centre.
- RECEIPT AND INITIAL REVIEW
a. Receipt Acknowledgment: Upon receiving a complaint, ADR Justice Centre will acknowledge receipt within 21 working days.
b. Initial Assessment: The designated complaint handling officer will conduct an initial assessment of the complaint to determine its validity and significance. This may involve gathering additional information or documentation from relevant parties.
- INVESTIGATION AND RESOLUTION: The Complaints Officer will conduct an impartial investigation into the complaint. The aim is to reach a fair and reasonable resolution. This may involve gathering additional information, consulting relevant parties, and assessing applicable policies and procedures:
a. Investigation: If the complaint warrants further investigation, the Complaints Officer of the ADR Justice Centre will initiate a thorough investigation into the matter. This may include gathering evidence, interviewing relevant parties, and consulting with experts if necessary.
b. Resolution: Based on the findings of the investigation, ADR Justice Centre will take appropriate action to resolve the complaint. This may include mediation, negotiation, or other dispute resolution methods aimed at achieving a mutually satisfactory outcome.
- RESPONSE TO COMPLAINT
a. Progress Updates: Throughout the complaint resolution process, ADR Justice Centre will provide regular updates to the complainant regarding the progress of their complaint.
b. Outcome Notification: Once the investigation is complete, the Complaints Officer will provide a written response to the complainant. The response will outline the findings of the investigation and any actions taken or proposed resolutions. If the complaint cannot be resolved immediately, the response will include an update on the progress and an estimated timeframe for resolution.
- APPEAL PROCESS
a. Appeal Process: If the complainant is dissatisfied with the response provided by the Complaints Officer, they may appeal the decision. Appeals should be submitted in writing within 14 days of receiving the response. The appeal will be reviewed by a senior member of the ADR Justice Centre management team, who was not involved in the initial investigation.
b. Appeals Committee Review: The Appeals Committee will conduct a thorough review of the complaint and may request additional information or evidence from relevant parties. The Committee will be made up of the senior management staff.
- FINAL DECISION: The decision of the senior management on the appeal will be final and binding. A written response outlining the outcome of the appeal will be provided to the complainant within 14 days of receiving the appeal.
- CONFIDENTIALITY AND PRIVACY: All complaints and related communications will be treated confidentially and handled with discretion. Personal information will only be used for the purpose of investigating and resolving the complaint.
- REVIEW AND UPDATE: This Complaint Procedure will be reviewed periodically to ensure its effectiveness and may be updated as necessary.
For any inquiries or assistance regarding the complaint procedure, please contact the Complaints Officer at ADR Justice Centre’s Contact Information.
ADR Justice Centre is committed to ensuring a fair and transparent process for handling complaints and welcomes feedback to continuously improve our services.
For further information or assistance with lodging a complaint, please contact:
Complaint Handling Officer
ADR Justice Centre
admin@adrjusticecentre.com
Thank you for your cooperation in adhering to this complaint procedure. We are dedicated to ensuring a fair and effective resolution process for all parties involved.