Mediation is the process by which a complaint may be resolved. Mediation may be an option as part of the informal or formal complaint resolution process. In a neutral setting, a mediator will encourage the people involved to discuss the issues with a view to resolving the complaint.
A mediator is a person appointed by the University Complaints Manager. The role of the mediator is:
- To help the people involved to clarify the issues and to recognise areas of common interest and points of agreement and/or disagreement;
- To explore possible solutions;
- To help those involved to come to a resolution.