Know How the Process Works

What to expect from our mediation team

If you are a consumer or a practice, and the complaint has completed the practice’s own complaint process and remains unsolved, the OCCS can help by providing impartial complaint mediation. We do not investigate or adjudicate as we use mediation to help support optical clients and practice teams to find a resolution both can accept.

Stage 1 Contact
Stage 2 Agreement to mediate
Stage 3 Complaint mediation
Stage 4 Resolution
Stage 5 Consideration