Feedback & complaints
We welcome feedback, positive or negative. It helps us improve. If something hasn't gone as you expected, we want to know and we'll try to put it right.
How to give feedback or make a complaint
You can contact us by email at enquiry@keystoneresolution.com or by phone on 0431 603 047. Please tell us:
- your name and how you'd like us to contact you
- what happened, and when
- what you would like us to do to resolve it
What happens next
- We'll acknowledge your complaint within 2 business days.
- We'll look into it fairly and confidentially, and may contact you for more information.
- We'll aim to give you a response, and an explanation of any action taken, within 21 days. If it will take longer, we'll let you know.
Making a complaint won't affect the service you receive from us. Please note that we can't change the content of a section 60I certificate because someone disagrees with it. A certificate records what occurred in FDR.
If you're not satisfied
Accredited Family Dispute Resolution Practitioners must have access to a complaints mechanism provided by an approved complaints body. Please contact us for the details of our approved complaints body.
You can also contact the Australian Government Attorney-General's Department, which accredits FDR practitioners, by calling 1800 025 255. For privacy complaints, contact the Office of the Australian Information Commissioner.
This process should be reviewed and confirmed by the practice before launch.