Grievance Redress Mechanism

At Rurhem ADR Centre, we are committed to fairness, transparency, and client satisfaction. We believe that every concern deserves to be heard and addressed promptly. Our Grievance Redress Mechanism (GRM) provides a simple, accessible, and confidential way for clients, partners, and stakeholders to raise complaints or provide feedback.

1. Purpose

The GRM ensures that disputes, dissatisfaction, or service concerns are addressed in a fair, timely, and respectful manner, in line with our mission to promote justice and mutual understanding.

2. Who Can Use the GRM?

• Clients and parties to mediation/arbitration.
• Staff and neutrals engaged by the Centre.
• Members of the public with direct interaction with our services.

3. How to Lodge a Complaint

You can submit your grievance through:

• Email: complaints@rurhemadrcentre.org
• Telephone: [Insert Phone Number]
• Online Form: Available on our website under “Submit a Complaint”
• In-person: At the Rurhem ADR Centre reception during working hours.

4. Steps in the GRM Process

1. Acknowledgement – You will receive a written or verbal confirmation of your complaint within 2 working days.
2. Assessment & Investigation – The matter will be reviewed by the Grievance Officer, who may request additional details.
3. Resolution – A written response with the outcome and any actions taken will be provided within 14 working days.
4. Appeal – If dissatisfied, you may request a review by the Centre’s Director within 7 days of receiving the resolution.

5. Principles Guiding the GRM

• Confidentiality – Your identity and complaint will be handled with utmost privacy.
• Impartiality – Every grievance will be treated fairly without bias.
• Timeliness – Prompt handling to avoid unnecessary delays.
• Accessibility – Open to all, with simple procedures for filing complaints.