Mr. William Prasifka:

The Senator is correct that it is provided for under statute. As a part of our process every single complainant and provider is offered mediation. We have trained mediators within the office but it is rarely taken up. We fully accept the fact that by the time a complaint comes to the Office of the Financial Services Ombudsman, the parties are too far apart for mediation. It has always been my belief that there is scope for more mediation and that providers should consider it more often. Very often when they come in they find it is quite productive but it is never going to be a substantial source of dealing with many of our complaints.