What is mediation?

Mediation is an alternative way of resolving disputes where the parties sit down together and, guided by mediators, negotiate a practical solution by consent to their issues. It gives everyone the opportunity to be heard, define issues, consider options, and settle on a solution that suits the parties. Mediation is guided by experienced and professionally and nationally accredited mediators. The mediators are impartial and don’t give any advice or make any decisions for the parties; they facilitate a conversation between the parties to assist them to focus on the best way forward.

If mediation ends in an agreement, the result is an agreement by consent that is written in the parties own words. 

How does mediation help settle property disputes?

Our family dispute  practitioners have many years of experience in mediating disputes over property and finances. It’s a good idea to get legal advice before trying to reach a property settlement – that way, you’ll go into a mediation aware of your options and your legal rights and responsibilities so you can make informed decisions.

How does mediation help settle parenting disputes?

Separation between the parties may end a relationship, but your relationship with your children continues – just in a different form. Our family dispute practitioners place a lot of emphasis on helping parents to reach an agreement that’s in the best interests of their children. The family dispute practitioners also explain “equal shared parental responsibility” which means that both parents have an equal role in making decisions about the important issues that affect their children, like their education, health care, and emotional wellbeing. They also discuss how equal shared parental responsibility can work in the party’s specific case, and help the parties formulate the best possible parenting plan that’s unique to them as parents.

How much does family mediation cost?

A pre-mediation appointment costs $100 per party. Mediation costs vary depending on the type of dispute.

• For property disputes, mediation costs $250 per party per appointment.
• For parenting disputes, mediation costs $200 per party per appointment.
• For property & parenting disputes combined, mediation costs $350 per party per appointment.

Feedback and Complaint Process

At the Citizens Advice Bureau of Western Australia (CABWA), we are committed to providing high-quality and impartial mediation services that promote respectful communication. We recognise that, at times, clients may have concerns or be dissatisfied with some aspect of the service they have received.

CABWA welcomes feedback and takes all complaints seriously. Your concerns help us to identify areas for improvement and ensure that our mediation services and mediators continue to meet the highest professional and ethical standards.

The following information explains how you can make a complaint about a mediation service or mediator, what information you should include, and how CABWA will respond.

CABWA is committed to managing all complaints promptly, fairly, and with confidentiality.

How to Make a Complaint

If you have a concern about a mediation service provided by CABWA, you are encouraged to raise it as soon as possible. We aim to resolve issues quickly, fairly, and informally where appropriate.

Step 1: Try to Resolve the Issue Informally

In many cases, concerns can be resolved directly with the mediator or staff member involved. You may wish to discuss your issue with them first to clarify any misunderstandings or to seek an informal resolution.

The Mediation Coordinator can be contacted directly on 9325 4121 or email mediation@cabwa.com.au

Step 2: Lodge a Formal Complaint

If the issue cannot be resolved informally, or you prefer to make a formal complaint, you can do so in writing. Your complaint should include:

• Your name and contact details
• Details of the mediation or service (including dates and people involved)
• A clear description of your concern or complaint
• Any supporting documents or evidence
• The outcome you are seeking

Complaints can be submitted online HERE by email mediation@cabwa.com.au or post to:
Citizens Advice Bureau of Western Australia (CABWA), Level 1, 25 Barrack Street Perth WA 6000

Step 3: Acknowledgement and Assessment

CABWA will acknowledge receipt of your complaint within five (5) working days and will assess it to determine the appropriate process for review. If the complaint relates to a Family Dispute Resolution Practitioner, it will be handled in accordance with the Family Law (Family Dispute Resolution Practitioners) Regulations 2025.

Complaints relating Family Dispute Resolution Practitioner may require additional information which will be requested upon receiving the initial formal complaint.

Step 4: Investigation and Outcome

Your complaint will be investigated impartially, and you may be contacted for additional information. CABWA aims to provide a written response outlining the outcome of your complaint within 30 working days, where possible.

Step 5: If You Are Not Satisfied

If you are not satisfied with the outcome of CABWA’s complaint process, you may refer your complaint to the Federal  Attorney-General’s Department, which oversees Approved Complaint Bodies under the Family Law (Family Dispute Resolution Practitioners) Regulations 2025.

CABWA Complaint’s Policy can be viewed HERE