We have a procedure for dealing with complaints that ensure they are given proper care and attention.

Complaints can be made by any user of PMA’s mediation accreditation services. PMA aims to provide a responsive and timely service to all users. We will:

• treat all complaints seriously and deal with them properly;
• address complaints promptly; and
• learn from complaints and take action to improve our service.

We can, however, only deal with complaints that raise concerns about poor customer service received by the Director of Training.

This means your case must be addressed to the Director of Training and sent by post and email with cc to the President of PMA.

A student who is dissatisfied with the decision of the Director of Training is free to reject the decision, in which case it will have no binding effect. The Director is bound to respond to the Complaint within 30 days of its receipt.

If, however, you remain dissatisfied with the handling of your complaint or there is no response from the Director of Training, you may address your complaint to the President of PMA who will set up a two-member Faculty Tribunal to hear your grievance. You will need to be clear and concise about the reasons for your request and what you would like to achieve from the review or non-action by the Director of Training. The two-member Tribunal will write to you with copy to President of PMA and definitely respond to you in writing within 30 working days of the escalation request being made.

If you are dissatisfied with the action or inaction on the part of the two member Tribunal on your Complaint, the same will not affect any party’s rights to access the Consumer Court for relief which options are open to all.