Policies and Procedures
Payment Policy
It is the policy of Blackboard Mediation to require clients to prepay for sessions to encourage commitment and ensure the attendance of each party. The purpose of this is to preserve the trust of each party and to ensure that sessions can run at the appointed and planned times. Please note that this payment is for a scheduled appointment and is not held on trust.
Refunds Policy
Blackboard Mediation requires prepayment for scheduled sessions. Refunds are only available in limited circumstances and at the discretion of the mediator.
Cancellations with 24 hours’ notice may be rescheduled or refunded, depending on client preference.
Cancellations with less than 24 hours’ notice will not be eligible for a refund unless there are exceptional circumstances.
Missed appointments without notice are not eligible for a refund.
If Blackboard Mediation cancels or reschedules a session for any reason, clients may choose to either reschedule or receive a full refund for that session.
Refunds will be processed using the same payment method within 5 business days of approval.
Absence at an Appointment Policy
Clients may reschedule appointments with at lease 24 hours’ notice. Clients should note that while the organisation allows this, it may be difficult or inconvenient for the other party. Clients should note that it is possible that the FDR process can be cancelled and a 60I Certificate issued if it appears that a client is deliberately avoiding or delaying the process.
Delaying the FDR Process Policy
The FDRP reserves the right to write a 60I Certificate for a party if it appears the other party is avoiding or delaying FDR. This is in line with the advice of the Commonwealth Attorney General’s Department.
Reasonable Time to Respond to an Invitation to FDR Policy
The FDRP reserves the right to write a 60I Certificate indicating a refusal to attend FDR if a party has not returned contact with Blackboard Mediation within three weeks of the first attempted contact. Blackboard Mediation will attempt to contact parties at least twice, with at least one of those attempts in writing. Please note that writing can include letter, email or SMS message. At this contact, if a party cannot find a suitable appointment within three weeks, they will be deemed to be avoiding the FDR process.
A party may have a reasonable excuse for requesting a short delay. Blackboard Mediation reserves the right to use discretion as to what may be a reasonable request for a short delay.
Termination of Service Policy
Any party may terminate any session or the entire process at any time. This includes the FDRP. It is possible that no reason can be given for this termination. Terminating a session or the process does not remove the FDRP’s discretion as to whether a 60I Certificate may be written nor which type of Certificate may be written.
Support Persons Policy
It is possible for a party to have a support person at any session. Having a support person at an intake session will require the consent of the FDRP. Support persons will have to leave the session during conversations about Family Violence in intake sessions. Support persons can only attend joint sessions (even in a shuttle format) with the consent of both parties. Support persons are required to sign a consent form regarding confidentiality and the FDR process.
Legally-Assisted FDR Policy
Parties are encouraged to seek legal advice throughout the FDR process. It is not mandatory. Legal representatives may only attend FDR if both parties have their legal representative present at joint sessions. Legal representatives may only attend FDR with the consent of both parties to the dispute. This includes in-person, online and phone appointments.
Online Sessions Policy
Blackboard Mediation offers Family Dispute Resolution services online via secure video conferencing platforms.
Clients must have access to a private, quiet, and secure environment for online sessions.
A device with a camera and microphone is required for participation.
Identification may be requested before or during a session.
Clients agree not to record or share any part of the session without written permission from all participants and the mediator.
Technical issues that significantly disrupt the session may result in rescheduling.
The same standards of confidentiality, respect, and good faith apply to online sessions as to in-person mediation.
Family Violence Policy
Blackboard Mediation prioritises safety in all Family Dispute Resolution processes.
At intake, each party is screened individually for safety concerns, including family violence.
If the mediator assesses that FDR is not safe or appropriate, the process may be modified (e.g., shuttle mediation) or terminated.
In cases where family violence is disclosed, additional safety measures may be implemented, and referrals to appropriate support services may be provided.
All parties must agree to participate in good faith and not use the FDR process to intimidate, control, or manipulate the other party.
The FDR Practitioner reserves the right to issue a Section 60I Certificate if the process is deemed unsafe or inappropriate.
Clients are encouraged to inform the mediator of any safety concerns at any stage of the process.
Confidentiality Policy
Confidentiality is a core element of the Family Dispute Resolution (FDR) process at Blackboard Mediation.
All discussions, documents, and communications within mediation sessions are confidential and cannot be used in court or shared with others without consent.
Exceptions to confidentiality apply where:
There is a risk to someone's safety, including threats of harm to a child or another person;
The law requires disclosure, including mandatory reporting of child abuse;
Disclosure is necessary to prevent a serious criminal offence;
A party seeks to make a formal complaint to a professional body about the mediator’s conduct.
Clients and any support people or legal representatives must sign a Confidentiality and Consent Form before participating in any session.
Conflicting Services Policy
If the parties to a dispute approach separate mediators, Blackboard Mediation encourages the parties to choose either one to continue with. However, if the parties cannot come to agreement on which mediator to work with, Blackboard Mediation may issue a 60I Certificate to the party who has engaged our service, in accordance with FDR guidelines.
Complaints Policy
Blackboard Mediation is committed to providing a high standard of professional service. We welcome feedback and take all complaints seriously, aiming to resolve them promptly and fairly.
Step 1: Contact Blackboard Mediation Directly
If you are dissatisfied with any aspect of the service provided, we encourage you to raise your concern directly with us in the first instance.
Please contact us in writing via email at:
info@blackboardmediation.com.au
We will acknowledge your complaint within 3 business days and aim to provide a response within 10 business days. Where appropriate, we may invite you to discuss your concerns with the mediator or another representative of the organisation.
Step 2: Contact the External Complaints Body
If you are not satisfied with the outcome of your complaint or believe the issue has not been resolved appropriately, you may contact our external complaints mechanism:
This is administered by the Victorian Association for Dispute Resolution (VADR), an independent body that oversees professional standards in mediation.