Feedback and complaints

Complaints process

We are committed to conducting every matter with professionalism, impartiality, and care. If you have a concern about the conduct of your process, this page explains how to raise it.

AGD-Accredited FDRP • Australian Mediation Association Member • Section 60I Certificates (s 66H in WA) • Conducted Securely Online • Available Anywhere in Australia • Free Discovery Call • No Obligation • Confidential under the Family Law Act • Both Parenting and Financial Matters • AGD-Accredited FDRP • Australian Mediation Association Member • Section 60I Certificates (s 66H in WA) • Conducted Securely Online • Available Anywhere in Australia • Free Discovery Call • No Obligation • Confidential under the Family Law Act • Both Parenting and Financial Matters •

Raise a concern

Select the nature of your concern below. We will respond within two business days for matters within the scope of our complaints process.

Thank you for raising this. The practitioner responsible for your matter will contact you within two business days to discuss your concern.

Nature of concern *

This is not within the scope of our complaints process. The outcome of FDR, including whether agreement is reached, the certificate type issued, or the conduct of the other party, is not something we are able to address through a complaint. If you have a concern about the conduct of the process itself, please select the relevant option above. If you would like to discuss your matter further, you are welcome to book a call.

What is within scope

A complaint can be raised about the conduct of your practitioner. This includes:

Breach of confidentiality
Failure to maintain impartiality
Safety concerns not appropriately managed
Unprofessional conduct during a session
Certificate not issued when process was completed

What is not within scope

Agreement was not reached
Unhappiness with the outcome
The other party's conduct
The certificate type issued

Our commitment

We will acknowledge every complaint within one business day and respond substantively within two business days.

All complaints are handled confidentially within onlinefdr.com.au. Where a complaint cannot be resolved to your satisfaction internally, you can escalate the matter to our approved external complaints body, the Australian Mediation Association (AMA), at ama.asn.au/mediation-complaints. The AMA handles complaints about accredited FDR practitioners independently of the practice.

Prefer to call? You can reach us on (03) 9961 7544 during business hours.