Conflictsolvers Complaint Management Service

OVERVIEW

1.1 Purpose

This document sets out the independent complaint handling services provided by conflictsolvers.com.au (conflictsolvers shortened but meaning conflictsolvers.com.au throughout the remainder of the document) to registered Family Dispute Resolution Practitioner (FDRP) members. It aligns with the Family Law Act 1975, the Family Law (Family Dispute Resolution Practitioners) Regulations 2025, and Conflictsolvers’s Complaint Handling Policy and best practice standards in complaints resolution.

Complaints regarding Conflictsolvers, its staff, contractors, or other categories of members fall under the organisation’s general complaint handling services and are not covered by this policy.

As a service to consumers, Conflictsolvers will also accept complaints about individuals presenting themselves as Family Dispute Resolution Practitioners, regardless of whether they are Conflictsolvers members. In such cases, complaints will be referred to the appropriate complaint handling service or to the Attorney-General’s Practitioner Registration Unit.

1.2 Scope

This policy applies to:

Registered FDRPs who are members of Conflictsolvers; and
Individuals who have accessed services from Conflictsolvers member FDRPs and who wish to raise concerns about the conduct of those services.

This policy does not cover complaints about services outside the scope of family dispute resolution (e.g., legal advice, psychological counselling).

The complaint handling process under this policy is designed to ensure that complaint resolution is:

Efficient and Effective – managed in a timely manner and assessed against the obligations of FDRPs.
Fair and Proportionate – independently and fairly assessed, with responses proportional to the issues raised.
Transparent – conducted with due regard to privacy and confidentiality.

1.3 Legislative Framework for Complaints

All complaints are considered with reference to:

Family Law Act 1975 (Cth); and
Family Law (Family Dispute Resolution Practitioners) Regulations 2025.

This ensures that complaints are assessed against the professional and legislative obligations of registered FDRPs.

1.4 Who Can Make a Complaint?

The following parties may make a complaint:

Clients of Conflictsolvers FDRPs, or their authorised advocates; and
Third parties with a legitimate concern regarding an FDRP’s conduct.

1.5 What is a Complaint?

A complaint is any expression of dissatisfaction, whether verbal or written, about the conduct, service, or decision of a Family Dispute Resolution Practitioner. It may relate to:

professional or ethical standards;
procedural fairness;
communication;
cultural sensitivity; or
the manner in which services were delivered.

A complaint does not require an allegation of misconduct to be valid. Expressions of concern raised for acknowledgement, clarification, or remedial action fall within the definition of a complaint.

1.6 Accessibility

This policy is publicly available on the Conflictsolvers website and is provided to all new FDRP members. Conflictsolvers will make reasonable accommodations to ensure accessibility, including:

assistance for people with disabilities;
provision of information in alternative communication formats; and
interpreter services, where required.

1.7 Timeframes for Handling Complaints

Conflictsolvers will handle complaints promptly, fairly, and in accordance with established standards. Indicative timeframes are as follows:

Acknowledgement – within 5 business days of receipt.
Preliminary Assessment – within 10 business days.
Resolution – within 30 calendar days, where possible.

Where matters are complex or require additional time, the complainant will be notified of the reasons for delay and provided with an updated timeframe.

1.8 Investigation and Remedial Costs

Lodgement: There is no fee to lodge a complaint.
Assessment: All complaints undergo triage to determine seriousness and appropriate handling.
Investigation: Where a formal investigation is required, a Complaint Manager will be appointed. In such cases, a $150 investigation fee (if the investigation exceeds four hours for any individual complaint) may be invoiced to the FDRP member, payable by their next membership renewal date.
Non-Payment: Non-payment of this fee will not invalidate or prevent continuation of the investigation.
Additional Costs: Where remedial actions (e.g., supervision, coaching, or training) are required, associated costs will be borne by the FDRP. These services may be delivered by Conflictsolvers or another qualified provider.

1.9 Alternative Process and Conflicts of Interest

Where a complaint concerns an individual ordinarily involved in the complaint process (e.g., the Complaint Manager), that individual will be excluded from involvement. An alternate Complaint Manager or suitably independent person will be appointed. In the first instance, the complaint would be referred to a complaint officer at Conflictsolvers.

All participants in the complaint process must declare any actual or perceived conflicts of interest. Where such a conflict exists, the matter will be reassigned to ensure impartiality. Where no suitably independent person is available internally, the matter may be referred externally to another approved FDRP complaint handling service.

1.10 Complaint Outcomes

Complaint outcomes may include, but are not limited to:

no further action;
remedial actions (e.g., supervision, further training);
suspension or cancellation of membership; and
notification to the Attorney-General’s Practitioner Registration Unit, where required.

COMPLAINT HANDLING PROCESS

2.1 Lodging a Complaint

Complaints may be lodged by:

telephone,
email,
letter, or
the Conflictsolvers Complaint Form available on the organisation’s website.

The following minimum information must be provided:

the complainant’s contact details;
the name of the Family Dispute Resolution Practitioner concerned; and
a description of the issue(s) of concern.

Anonymous complaints will be accepted where sufficient information is provided to enable investigation. Where information is insufficient, the complaint may be recorded but not investigated.

Complaints should generally be lodged within twelve (12) months of the relevant service delivery or last communication. Complaints outside this timeframe may be accepted where reasonable grounds for delay are demonstrated.

If a complaint is resolved at the point of first contact (for example, through clarification or provision of information), the matter may be closed with a record retained.

2.2 Acknowledging and Responding to Complaints

Upon receipt of a complaint:

Acknowledgement will be provided within five (5) business days.
Information and Assessment: The complainant will be provided with details of the process and, if necessary, invited to supply further information. A preliminary assessment (including conflict-of-interest checks) will be undertaken within ten (10) business days. This process includes obtaining consent to contact the FDRP regarding the issues raised.
Notification: The FDRP member concerned will be informed of the complaint and given an opportunity to respond.
Investigation: If the matter is of a serious nature, an independent Complaint Manager will be appointed.

The target timeframe for completion of investigations is thirty (30) calendar days from the appointment of a Complaint Manager. Where additional time is required due to complexity or other circumstances, all parties will be notified and provided with an updated timeframe.

2.3 Managing and Resolving Complaints

Where early resolution is not possible:

A Complaint Manager will be appointed to conduct a formal investigation.
Information and evidence will be collected from the complainant, the practitioner, and any relevant third parties.
Complaints will be assessed against:
- Family Law (Family Dispute Resolution Practitioners) Regulations 2025,
- Family Law Act 1975 (Cth), and
- the Conflictsolvers Code of Ethics.

Structured assessment tools may include:

Issue Codes (categorising concerns);
Harm Matrices (assessing potential or actual harm);
Substantiation Ratings (e.g., substantiated, likely, unlikely, not substantiated).

Complex or serious matters may be referred to Conflictsolvers management for consultation. The standard of proof applied is the balance of probabilities.

2.4 Confidentiality

Conflictsolvers is committed to protecting the confidentiality of information obtained during the complaint process. Information will be handled sensitively and securely, with disclosure limited to what is necessary, proportionate, and lawful.

Confidentiality is not absolute. Disclosure may occur:

with the consent of relevant parties;
as required by law, including mandatory reporting obligations;
where necessary for the conduct of a fair and thorough investigation;
to regulatory authorities, including the Attorney-General’s Practitioner Registration Unit; and
internally, to staff and management directly involved in complaint management.

Information may be withheld from parties where disclosure would:

compromise the confidentiality of third parties;
undermine the integrity of the investigation; or
breach legal, ethical, or professional standards.

2.5 Outcomes and Reporting

Procedural fairness will be afforded to all parties before a determination is made.

Following investigation:

A written outcome report will be provided to both the complainant and the FDRP concerned.
Outcomes may include:
- no further action;
- remedial measures (e.g., supervision, training, or coaching);
- disciplinary measures (e.g., suspension or cancellation of membership).
Where required, Conflictsolvers will notify the Attorney-General’s Practitioner Registration Unit of outcomes in accordance with statutory obligations.

All complaint records and outcomes will be securely retained for a minimum of ten (10) years, in compliance with the Privacy Act 1988 (Cth).

2.6 Special Circumstances

Anonymous Complaints
Anonymous complaints may be investigated if sufficient information is provided. Where insufficient, the matter will be recorded but not progressed.

Unreasonable Conduct
Conflictsolvers is committed to fair and respectful handling of complaints. Unreasonable complainant conduct includes behaviour that is excessive, abusive, persistent, or disproportionate, and which creates risks to health, safety, or the fair use of organisational resources. Examples include:

repeated or abusive communications;
demands for unrealistic outcomes;
refusal to accept outcomes following due process; or
escalating contact across organisational levels.

To manage unreasonable conduct, Conflictsolvers may:

set clear expectations regarding acceptable behaviour;
provide staff with training and support to manage such conduct;
escalate complex matters to senior oversight; or
in rare circumstances, impose structured limitations on communication, subject to senior approval.

External Review Options
Where a complainant remains dissatisfied with the outcome, they may seek external review through the Attorney-General’s Practitioner Registration Unit.

COMMITMENTS, ROLES AND RESPONSIBILITIES

3.1 Conflictsolvers Commitment

Conflictsolvers is committed to ensuring that complaints are handled:

fairly, impartially, and without bias;
in a timely, respectful, and transparent manner;
in compliance with legislative requirements, including the Family Law Act 1975 and the Family Law (Family Dispute Resolution Practitioners) Regulations 2025; and
in alignment with the Conflictsolvers Complaint Handling Policy, the Conflictsolvers Code of Ethics, and recognised best practice standards (including AS/NZS 10002: Guidelines for Complaints Management in Organisations).

Complaints are viewed as opportunities to:

enhance professional standards,
improve service quality, and
protect the interests of service users.

3.2 Roles and Responsibilities

3.2.1 Expectations of Complainants and FDRPs

All participants in the complaint handling process are expected to:

engage respectfully and cooperatively;
provide accurate and complete information;
respond to communications within reasonable timeframes; and
maintain confidentiality as required.

Conflictsolvers reserves the right to manage unreasonable conduct appropriately, including limiting communications where necessary to protect staff wellbeing and ensure efficient complaint management.

3.2.2 Organisational Roles

Leadership Team

Promote ethical practice and uphold complaint handling standards.
Ensure clear and accessible policies and procedures are in place.
Monitor compliance with legislative and ethical requirements.
Respond appropriately to substantiated complaints.
Report relevant outcomes to the Attorney-General’s Practitioner Registration Unit.
Review complaint trends to inform continuous improvement.

Office Staff

Receive and acknowledge complaints.
Provide assistance to complainants in understanding the process.
Conduct preliminary conflict-of-interest checks.
Maintain accurate records in the complaints register.
Escalate matters appropriately for investigation.

Complaint Manager

Conduct impartial investigations.
Gather and assess relevant evidence.
Apply procedural fairness and confidentiality principles.
Consult with management where necessary.
Prepare formal outcome reports, including substantiation ratings and recommended actions.
Maintain independence throughout the process.

Conflictsolvers Management

Review investigation findings.
Make final determinations, including disciplinary or remedial actions.
Authorise notifications to regulatory authorities, where required.
Oversee closure of complaint records.
Implement system improvements based on analysis of complaint trends.

3.3 Accountability and Continuous Improvement

Conflictsolvers will monitor complaint handling outcomes to ensure ongoing improvement. Specifically, Conflictsolvers will:

analyse complaint trends and outcomes annually;
report de-identified trend data to senior management and regulators, where required;
identify opportunities for improvement in services and professional standards; and
update training, policies, and procedures based on lessons learned from complaints.

Through these measures, Conflictsolvers commits to maintaining a system of complaint handling that is effective, fair, transparent, and continuously improving.

REGULATORY FRAMEWORK

The handling of complaints about the professional conduct of Family Dispute Resolution Practitioners (FDRPs) is governed by the following legislative and regulatory instruments:

Family Law Act 1975 (Cth)
- Key provisions relevant to FDRPs include sections 10H, 10J, 60I, and 67ZA.
- These provisions establish obligations regarding accreditation, conduct, confidentiality, and reporting.
Family Law (Family Dispute Resolution Practitioners) Regulations 2025 (Cth)
- These regulations set out the accreditation framework, professional obligations, and complaint handling requirements for FDRPs.
Attorney-General’s Department – Practitioner Registration Unit
- Responsible for the registration and regulation of FDRPs.
- Issues fact sheets and guidance material on family dispute resolution obligations.
Other Relevant Instruments
- Privacy Act 1988 (Cth) – governs the handling, storage, and disclosure of personal information obtained during complaint processes.
- AS/NZS 10002: Guidelines for Complaints Management in Organisations – provides best practice guidance for managing complaints.

Conflictsolvers applies these regulatory requirements in the receipt, assessment, and resolution of all complaints made under this policy.

APPENDICES

Name

Phone Number

FDR Practitioner Details

Name

Phone Number

Complaint Information

Date(s) of Service Received

Description of Issues of Concern (dot points preferred)

Supporting Documents Attached (if relevant)

Submission
This form may be returned by email to conflictsolvers@hotmail.com or lodged through the online Complaint Form on the Conflictsolvers website.

This notice is to inform you that a complaint has been received regarding your services as a Family Dispute Resolution Practitioner (FDRP)

Conflictsolvers, as your nominated independent complaint handling service, is responsible for managing this process in accordance with our policy and the Family Law (Family Dispute Resolution Practitioners) Regulations 2025.

Complainant Reference Details

Complainant Name (insert full name)
Date of Complaint Lodged (insert date)
Conflictsolvers reference number (insert reference number)
Phone number (phone number)
Email address (email address)

Nature of Complaint Issues

The complaint relates to the following category(ies)

Access to Services
Communication and Discrimination
Facilities
Cost
Grievance
Privacy and Confidentiality
Professional Conduct
Other (insert brief description)

Description of the Complaint

(Description of the complaint issues approved by the complainant)

Complaint Evaluation Process

The complaint will be evaluated against the Family Law (Family Dispute Resolution Practitioners) Regulations 2025, using Conflictsolvers Assessment Matrixes:

Harm Matrix – to assess the level of potential or actual harm to the complainant or others (ranging from Insignificant to Major)
Substantiation Assessment – to evaluate whether the claims are substantiated (Yes, Likely, Unlikely or No)
Response Matrix – to determine appropriate follow up actions based on severity

Appendix 3: Issues Codes List

To assist in categorisation and analysis, complaints will be coded using the following issue categories:

Professional Standards – breaches of accreditation or ethical obligations.
Procedural Fairness – concerns relating to impartiality, bias, or due process.
Communication – inadequate, misleading, or inappropriate communication.
Cultural Sensitivity – lack of awareness or sensitivity in service delivery.
Service Delivery – quality, timeliness, or appropriateness of services.
Other – any matter not otherwise categorised.

ISSUES CODES DESCRIPTION

Issue Code

Access to services

Communication and discrimination

Cost

FDR Practitioner obligations, including professional conduct

Grievance

Other

Description

Includes failure to attend scheduled appointments without reasonable notice, persistent unavailability or delays in communication, excessive wait times for service access, or restricting client access to relevant information or procedural guidance necessary to engage in the FDR process. Inappropriate facilities including lack of privacy, security or other issues

Includes discriminatory conduct, disrespectful or inappropriate behaviour (e.g. bullying, rudeness, or patronising tone), poor or unclear communication, provision of misleading or incorrect information, or failure to offer reasonable communication support (e.g. interpreters or assistance for special needs) where required.

Includes billing practices, insufficient or incorrect information, overcharging, failure to disclose, hidden costs

Includes breaches of professional standards(FDR Regs), false or misleading claims about qualifications or accreditation, sexual misconduct, incompetence, aggressive or violent behaviour, undisclosed conflicts of interest, failure to protect personal privacy or maintain confidentiality, unauthorised access to or sharing of confidential records, inappropriate disclosure of sensitive information, or failure to meet mandatory reporting or duty of care obligations.

Includes inadequate or dismissive responses to complaints or concerns, inappropriate action taken against complainants, clients, or staff following a grievance, or improper handling of complaints or dispute processes.

Does not fall in any of the other categories (must be detailed)

Appendix 4: Assessing Harm Tables

Complaints may be assessed with reference to the following harm considerations:

Low Harm – minimal or no adverse impact, able to be resolved promptly.
Moderate Harm – identifiable adverse impact requiring remedial action.
High Harm – significant adverse impact requiring formal investigation, remedial or disciplinary measures.

Assessments are conducted on the balance of probabilities and must be proportionate to the severity of harm identified.

Attachment 2 - Conflictsolvers Code of Ethics

Appendix 5: Conflictsolvers Code of Ethics

The Conflictsolvers Code of Ethics, aligned with the Australian Mediation and Dispute Resolution Accreditation Standards (AMDRAS), sets out the professional obligations of members.

Key principles include:

integrity, impartiality, and fairness;
respect for confidentiality and privacy;
competence and ongoing professional development;
avoidance of conflicts of interest; and
commitment to procedural fairness and professional standards.

Professional Conduct

You must conduct yourself with honesty, integrity, and respect for the law in both your professional and private life. This includes:
a) Maintaining confidentiality and not using information gained through mediation for personal gain.
b) Avoiding threats, violence, or aggressive conduct.
c) Upholding your duty of care to minimise risk of harm to others, within the limits of your personal safety.
You must disclose to Conflictsolvers at the time of application, or promptly if circumstances change, any of the following:
a) Criminal convictions (especially for violence, abuse, or dishonesty—these may affect eligibility).
b) Disqualification from any professional practice.
c) Previous refusal, suspension, or cancellation of AMDRAS accreditation (or the former system NMAS).
d) Impairments that may affect your ability to practise competently or ethically.
You are required to:
a) Comply with all applicable laws and regulations, AMDRAS standards, and professional guidelines.
Be honest in marketing your services including:
a) Represent your qualifications and experience accurately including clearly indicating whether you are or are not a Registered Family Dispute Resolution Practitioner if providing services within the Family Law jurisdiction.
b) Be transparent about your processes and clearly state your fees and any additional charges prior to provision of services.
c) Avoid promising specific mediation outcomes.
When holding additional professional roles (e.g., lawyer or advisor), clearly define the capacity in which you are acting.

Conflict of Interest Clarity

You must avoid conflicts of interest and any perception of bias. This includes:
a) Withdrawing from any matter where impartiality cannot be maintained.
b) Disclosing any actual or potential conflict to all participants, even if you believe you can remain impartial.
c) Proceeding only if all parties agree, ideally with written confirmation of the disclosure.

Conduct When Mediating

Only mediate within your area of competence. Seek support or co-mediation where appropriate.
Prepare thoroughly and conduct mediation in private and appropriate settings.
Use a written Agreement to Mediate that outlines the process, roles, costs, and complaints procedure.
Conduct or ensure that pre-mediation assessments are conducted to ensure suitability and suspend or terminate mediation if it becomes unsafe or inappropriate.
Maintain fairness, neutrality, and support for party self-determination throughout the process.
Do not use information gained during mediation for any other purpose without written consent from all parties.
Provide expert advice or information only if:
a) You are qualified and insured to do so.
b) All participants have agreed in writing in advance.

Professional Development

You are expected to:
a) Meet all continuing professional development (CPD) requirements.
b) Actively support the dispute resolution profession by mentoring new practitioners, promoting high standards, and advocating for appropriate ADR use.
c) Cooperate in maintaining and improving the qualifications and standards of the profession.
d) Engage in feedback, supervision, and complaint processes in a constructive and professional manner, while respecting client confidentiality.

Complaint Handling

Members should familiarise themselves with the Conflictsolvers Independent Complaint Handling Policy.
a) Provide information to clients about how they can make a complaint about your services.
b) Deal with any complaints in an appropriate and professional manner.

Appendix 6: Independent Complaint Handling Obligations for Registered Family Dispute Resolution Practitioners (FDRPs)

Family Dispute Resolution Practitioners (FDRPs) are required to provide clients with access to an independent complaint-handling service. This is a core requirement of your professional accreditation and registration. It supports transparency, procedural fairness, and professional integrity, and must be supported by clear and accessible client information.

References: Family Law (Family Dispute Resolution Practitioners) Regulations 2025. This requirement also applies if you are accredited under AMDRAS Standards.

Your Obligation

As a registered FDRP, you must:

Clearly inform clients how they can raise a concern or complaint.
Advise them of the steps available if a concern cannot be resolved directly with you.
Refer clients to your independent complaint-handling body (e.g., Conflcitsolvers) if escalation is necessary.

Where and When to Provide This Information

You could include your complaint-handling information:

In your Agreement to Mediate (as a specific clause),
Within your initial client information pack or welcome email,
Verbally during intake, then confirmed in writing,
If a client raises a concern and is dissatisfied with your response.

The information must be easy to find, written in plain English, and offered without requiring clients to ask.

Suggested Clauses for Your Materials

Practitioners may develop their own clauses or choose from the following suggested wording styles, depending on their preferred tone.

Option 1 – Informal Version (Friendly Style)

Client Information – Complaints

We welcome your feedback.

If you have concerns about the services you have received, please raise them with me directly:
Contact:
[Your Name]
[Business Email] | [Business Phone]

If we are unable to resolve your concern, you may contact my independent complaint handling body:

Conflictsolvers
Email: conflictsolvers@hotmail.com
Phone: 0412102801
Website: www.conflictsolvers.com.au

Your complaint will be handled fairly, confidentially, and free of charge.

Option 2 – Formal Version (Professional Style)

Client Information – Feedback and Complaints

We are committed to delivering high-quality services.

If you have any concerns about the services you have received, please contact me directly in the first instance:
Contact Details:
[Your Full Name]
[Business Email] | [Business Phone]

If we are unable to resolve your concern, you may escalate the matter to my independent complaint handling body:

Conflictsolvers
Email: conflictsolvers@hotmail.com
Phone: 0412102801
Website: https://conflictsolvers.com.au/

Your complaint will be handled respectfully, confidentially, and without charge. Further information about the complaint process is available upon request.

Shared Practices

If you operate within a multi-practitioner practice or shared professional environment, you must ensure that:

It is clear which practitioners are covered by which independent complaint handling service,
Clients receive the correct complaint-handling details for the individual practitioner they engage,
Practice-wide complaint information does not create confusion if different practitioners have different arrangements.

Best Practice Tip: Practitioners should also include details of their independent complaint handling service in their professional profile, Mediator CV, or similar documents provided to clients.

You may wish to provide a simple table in your welcome pack showing Practitioner Name | Complaint Handling Body. This ensures clarity, maintains professionalism, and protects client trust.

Quick Compliance Checklist

Before meeting with clients, ensure that:

A complaint handling clause is included in your client materials,
Complaint-handling information is verbally confirmed at intake,
Details are easy to locate and written clearly,
You have a process for issuing accurate complaint information if needed.

Providing this information meets your professional obligations and demonstrates your commitment to ethical, transparent practice.