Complaints against a Participating Service Provider (“PSP”) of the Joint Mediation Helpline Office (“the JMHO”) shall be dealt with in accordance with the JMHO Participating Service Provider Complaint Procedure.

All complaints relating to this area of the process may be made to the JMHO and, if so made, will be forwarded to the concerned PSP to which the case is referred from the JMHO.

Upon receipt of a complaint transferred from the JMHO, the PSP shall acknowledge receipt of the complaint in writing setting out the completion date of the investigation and providing a point of contact for any future enquiries relating to the complaint.

The complaint shall be investigated and the PSP will aim at providing an initial response within twenty(20) working days upon receipt of the complaint from the JMHO. If this is not possible, the PSP shall write to the complaining party/parties explaining the reason for the delay, and set a new completion date.