Currently, in order to be a Participating Service Provider ("PSP") for the Joint Mediation Helpline Office ("the JMHO"), the mediation service providers must be able to satisfy the JMHO on the process and standard of accreditation of mediators. For more information on the JMHO, please visit the website at http://www.jointmediationhelpline.org.hk.

All referrals from the JMHO are actioned in accordance with the JMHO Standard Practice and Procedural Flowchart. The PSPs must use standardized administrative letters and forms adopted by the JMHO from time to time when corresponding with referred mediation users.

For all PSPs, contact telephone numbers provided to the JMHO must be answered by staff, trained with the JMHO Standard Practice and procedures and operate from 9:00 am to 5:00 pm, Monday to Friday, with the exception of weekends and public holidays.

Phone answering or recording facilities must be provided to cater for any unmanned telephone lines or unanswered calls at all times. Calls/enquiries by other electronic means shall be returned and responded to within one (1) working day.

If for any reason and for any period of time, the concerned PSP or its Mediator cannot provide a service as detailed in these criteria, the PSP must notify the JMHO immediately by phone or email.

The concerned Mediator/PSP must make arrangement to constantly update the JMHO on the outcome and status of each and every referred call without divulging confidential information of the parties. The PSPs agree to participate in any research and evaluation of any part of the JMHO processes and services. The JMHO is to make available the findings of these to the PSPs.

All PSPs are to handle the complaints, if any, in accordance with the JMHO Complaint Procedure and the PSPs are responsible for handling any complaint in relation to any part of the process of any call allocated to their appointed Mediators.

The PSPs shall be able to provide mediators in Hong Kong. Neither the PSPs nor the mediators shall make any extra charge to the parties (e.g. travelling expenses, etc.), other than the mediation fee.

The PSPs shall comply fully with the laws of Hong Kong.