Mediation: Its

Practice & Procedure

By
LEE SWEE SENG
LLB, LLM, MBA

Advocate & Solicitor

Notary Public, Trademark, Patent Agent
Certified Mediator
sweeseng@tm.net.my
www.leesweeseng.com

What is Mediation

A wise teacher once said: Blessed are

the Peacemakers Matthews Gospel
In a battle, be it legal or otherwise,
there will be casualties and everyone
is a loser.
In a mediation, one seeks a win-win
situation
where
a
business
relationship is still maintained.

The Definition

Mediation: a structured negotiation

process in which a neutral impartial third
party, the mediator, independent of and
acceptable to the parties, facilitates
their agreement on a resolution of their
dispute by assisting them systematically
to isolate the issues in dispute, to
develop options, and to reach a mutually
acceptable
resolution
which
accommodates the interests of all
disputants as much as possible.

The Definition (cont)

If requested, the mediator may suggest

options for settlement but does not have
authority to impose a settlement or its
terms on the parties.

Jay Folberg and Alison Taylor Mediation: A Comprehensive Guide

to resolving Conflict without Litigation (Jossey-Bass, San
Francisco, 1984); Christopher W Moore 77 The Mediation
Process: Practical Strategies for Resolving Conflict (Jossey-Bass,
San Francisco, 1986); New South Wales Law Societys
Guidelines for Solicitors who Act as Mediators (1 988) 26 Law
Society Journal (6) 29.

Various Mediation Bodies

Banking Mediation Bureau

Insurance Mediation Bureau
Malaysian Mediation Centre
Marriage Tribunal / Conciliatory
body (Law Reform (Marriage &
Divorce) Act 1976

ITS PROCEDURE / PROCESS

Banking Mediation Bureau

Banking Mediation Bureau (392222-H) (BMB)
was incorporated under the Companies Act 1965
on 28.6.1996 to provide dispute resolution
services between a consumer and commercial
banks, finance companies or merchant banks.
The BMB is funded by the above institutions and
its services are provided free of charge to
customers of these institutions.
from http://www.bankinginfo.com.my

Banking Mediation Bureau

(cont)

Currently, BMB handles disputes

involving monetary losses of up to
RM25,000 in relation to the
following areas:
The charging of excessive fees,
interest and penalty
Misleading advertisements

Banking Mediation Bureau

(cont)

Unauthorised Automatic Teller

Machine withdrawals
Unauthorised use of credit cards
Unfair practice of pursuing actions
against a person who is a guarantor

Banking Mediation Bureau

How to refer a case
First try to resolve the complaint
with the banking institution by
contacting the banking institution's
customer
complaints
representative either through a
phone call or a letter.

Banking Mediation Bureau

How to refer a case
(cont)
Send
all the complaints to the Complaints
Unit of these institutions, which have
been specially set up to deal with
customers' complaints. The customer can
get the information on the Complaints
Unit directly from your banking institution
or
from the Bank Negara Malaysia
website.

Banking Mediation Bureau

How to refer a case
Banking institution should respond to the
complaint
within two weeks of receiving it.
(cont)

More time may be needed for complex cases.

After reviewing the complaint, the banking
institution will give the customer a letter stating
its decision with regard to the complaint. If the
complaint cannot be resolved, a "deadlock
letter" will be issued. This is a simple letter
explaining the decision of the banking
institution and the reason for its decision.

Banking Mediation Bureau

How to refer a case
(cont)
Write
a simple letter to the BMB stating

briefly the nature of

the dispute
together with a copy of the "deadlock
letter" from the banking institution.
Fill in a standard form prepared by the
BMB to give the customers permission
to his/her banking institution, to disclose
to the BMB, any information on his/her
account as required by section 99 of the
Banking and Financial Institutions Act
1989.

Banking Mediation Bureau

How to refer a case
BMB,
with customers permission may
(cont)

obtain further information from their

banking institution regarding their
complaint and study the case, to see
how best it can be resolved.
BMB will investigate their case based on
the facts presented objectively.
BMB may conduct an interview with the
customer or together with the banking
institution, through a mediation process
to resolve the dispute.

Banking Mediation Bureau

How to refer a case
BMB
will then make a decision based on its
(cont)
own assessment, taking into account the
law and banking practices. The decision of
the BMB is binding on the banking
institution but not on the customer.
Customer can choose either to accept or
reject the decision of BMB. If they do not
accept, the decision is deemed cancelled
and they are free to take any other steps
with respect to the dispute, including legal
proceedings.

In a Nutshell

(from http://www.bankinginfo.com.my)

ROLE OF BANK NEGARA

MALAYSIA (BNM)

As a regulator of the Malaysian banking industry,

BNM's role is to ensure that banking institutions
conduct their businesses in an appropriate
manner and within standard banking practices. If
a complaint does not fall under the scope of the
BMB, and the customer are not happy with the
decision and explanations given by their banking
institution with regard to their complaint, they
may wish to seek the assistance of BNM. They
can use BNM's standard complaint form which is
available at all banking institutions and submit it
together with their "deadlock letter" from their
banking institution.

Insurance
Mediation
Bureau
The Insurance Mediation Bureau (223555-A) was
incorporated under the Companies Act 1967 by members
of Persatuan Insuran Am Malaysia on 23.8.1991 to provide
an independent and impartial method in resolving
disputes between insurers and policyholders.
The independence of the Mediator is guaranteed by the
council of the Bureau whose membership consists of
people representing public and consumer interests and
representatives of the members of the Bureau.
The Mediator can investigate and decide on a complaint,
dispute or claim between the Insured and the Insurer.

http://www.piam.org.my

Insurance Mediation
Bureau
How to make a complaint?

If the insured feel that their insurers

have turned down their claim
unreasonably, they can approach
the Bureau for assistance. However,
before they do that, their complaint
must :
Be
referred
to
the
senior
management of the insurance
company
to
give
them
the
opportunity to resolve it,

Insurance Mediation
Bureau

Be referred to the Mediator within

six months upon them receiving
the final decision of the insurer
Concern the insured personally
and,
Relate to a policy issued in
Malaysia

Malaysian Mediation
Centre (MMC)

The MMC is a body established under the

auspices of the Bar Council with the objective
of :promoting mediation as a means of alternative
dispute resolution and
provide a proper avenue for successful dispute
resolutions.
Source: MMC

Malaysian Mediation
Centre The Process

i.

ii.
iii.

iv.

Pre-Mediation Process where parties sign a

mediation
agreement
indicating
their
submission to mediation;
Preliminaries an introduction to mediation
Mediators Opening ground rules are laid down
by the mediator for the session; Mediators are
provided with a brief statement of facts. No
prior in-depth knowledge of the issues at
dispute are required;
Joint session parties are invited to state their
respective cases in each others presence;

Malaysian Mediation
Centre The Statistics

Cases referred for mediation

2000
2001 2002 2003 2004 as at
1 .11.04
2
26
7
8
7

Source : MMC

Malaysian Mediation
Centre

No
of
Mediators
No. of Mediators (as at 1.11.2004)
Total : 101
KL
Selangor
Negeri Sembilan
Johor
Penang

Perak
5
Kelantan

Melaka

Kedah

14
17

44
14
3

1
1
2

Source : MMC

Malaysian Mediation
Centre The Process
v.

vi.

Caucuses optional and usually exercised to

enable the parties to vent emotions and to
speak freely. Allows mediator to pick out
common issues and hidden messages;
Settlement Agreement parties sign a
settlement agreement witnessed by the
mediator. Parties are at liberty to pursue
court
action
should
outcome
be
unsatisfactory. Either parties solicitors may
draw up agreement or mediator may do so if
assistance is required.

Marriage Tribunal /
Conciliatory Body (Law
Section
106 (Marriage
make it a requirement
of
Reform
and
reference to conciliatory body before petition
Divorce)
Act
for
divorce. A conciliatory
body means :

a council set up for the purposes of

reconciliation by the appropriate authority of
any religion, community, clan or association;
a marriage tribunal; or
Any other body approved as such by the
Minister by notice in the Gazette

Marriage Tribunal /
Conciliatory Body (Law
A Reform
conciliatory
body
to and
which
a
(Marriage
matrimonial difficulty has been referred
Divorce)
Act
shall resolve it within six months; and
shall require the attendance of the parties
and shall give each of them an
opportunity of being heard and may hear
such other persons and make such
inquiries as it may think fit and may, if it
considers it necessary, adjourn its
proceedings from time to time.

Marriage Tribunal /
Conciliatory Body (Law
If aReform
conciliatory(Marriage
body is unableand
to resolve
the
matrimonial
difficulty
to
the
Divorce)
Act
satisfaction of the parties and to
persuade them to resume married life
together, it shall issue a certificate to that
effect and may append it its certificate
such recommendations as it thinks fit
regarding
maintenance,
division
of
matrimonial property and the custody of
minor children.

The Practice
Modeled after the mediation training
guide produced by LEADR

Model of Mediation in
Pre-mediation:
The
The Past-Understanding and
Preliminary Conference
Exploration

Opening
Parties Opening Statement
Exploration of Issues
Private Sessions

Model of Mediation in Premediation: The Preliminary

The Future-Problem Solving &
Conference
Resolution

Private Sessions
Joint Negotiations Session(s)
Private Sessions
Agreement/Closure

Preliminary conference

At preliminary conference

Introductions both of Mediator and

the parties
Roles:

Mediator
Parties
Advisers

Process of mediation

Discuss joint & Private sessions

No interruptions
Complainant speaks first, then
Respondent

Preliminary conference

At preliminary conference

Agreement to mediate :

Authority to settle
Confidentiality as far as the law allows
Privileged information
Enforceability of Settlement Agreement
Termination of Mediation Process

Preliminary conference

At preliminary conference

Outline of disputes
Time,date, venue for mediation
Parties Attending
Summary confirmed in writing

MEDIATION : The first joint

session the 5 essential
The mediators opening statement
steps

The parties statements

Summarising
Identification of issues (setting the
agenda)
Exploration of issues

Mediators Opening
Statement : OBJECTIVES

Engender confidence in the

process and in the Mediator
Explain role of Mediator
Ensure parties understand process
and know what is to be expected
Set guidelines for conduct of
mediation

Mediators opening
statement:

Brief and concise

Serves to put people at ease
Allow parties to ask questions
during and at the conclusion of
opening statement
Balanced approach to parties
Simple language

Mediators opening
statement : CONTENT

Welcome and introduction how are people to be

addressed?
Role of the mediator no advice on solutions
Agreement to mediate
Brief explanation of the process joint and private
sessions
Time constraints?
Authority to settle
Confidentiality
Guidelines
Goal of mediation mutually satisfactory solution
Commitment to begin

The first joint sessions:

Parties statements

Which party should speak first?

Encourage brief statement (nutshell,
idea of topics)
How to begin? Briefly, what has
brought you to the table today?
Listening (not questioning). No probing.
Everyone at the table to be offered
opportunity to speak
Generally, minimal note taking

The first joint sessions :

Summarising WHY?

Mediator to

Check that what was heard was what

was intended
Help them to hear each other
Provide early acknowledgement of
concerns
Show they have been heard

The first joint sessions :

HOW?

Mediator to

Listen first to ALL parties statements

Attribute ownership of ideas to them
eg, you have told us that; In your
view
Use their language as far as
practicable
Provide a summary not a transcript

Setting the agenda

Listen first (dont rely only on

information received prior to mediation)
Neutral and mutual
Mediator takes the lead
Use bullets dont number
Use whiteboard
Dont over-consult on framing
Check list with parties

The first joint session:

Issue Exploration

Allow parties to determine where to

begin
Treat each issue separately (as far as
possible)
Provide an opportunity for each issue to
be discussed
Facilitate direct communication
Clarifying questions, not probing
Note any options which emerge

The private sessions

WHY?

Break from intensity of joint

session exploration
Time out for reflection
Provide opportunity for discussion
of additional, confidential
information/topics
Explore issues in more depth

The private sessions

WHY?

Deal with strong emotions

Explore and evaluate options for all
parties
Reality test options
Prepare for final negotiations

The private sessions

WITH WHOM?

Speak with each party and their

team in turn
Can speak to lawyers separately
Usually do not break lawyers and
clients

The private sessions

HOW?

Remind parties of confidentiality

at end of joint session AND at
beginning of each private session
Time management tell them in
joint session what is expected
(max 30 minutes)
Who first? Balanced treatment
Ensure opportunity for equal time
Exploration before solutions

The private sessions

HOW? (cont)

Anything which hasnt yet been said

Dont write on whiteboard
Allow full expression of feelings and
emotion
Explore new and existing agenda
topicsReality test positions and
options
What would happen if unable to reach
an agreement BATNA, WATNA check
Summary

Joint Negotiation
Session(s) - purpose

Focus on resolution the future

To generate and evaluate range of
settlement options
To reality-test and fine-tune the
final agreement
To draft final agreement

Joint Negotiation
Session(s) - tips

Fatigue and pessimism can set in

Should normalise the situation and
encourage parties to remain
focused
Parties tempted to ask mediator to
act as messenger
New options can emerge and
should be evaluated

Successful outcomes in
mediation

Isolation of issues
Partial resolution on some of the issues
Agreement on issues which remain in
dispute
Agreement on all issues
Satisfaction of needs of parties
Understanding of the Needs of each other
Relationship maintained
Relationship enhanced

Insurance Mediation
Bureau

Practical
Eg
From : General Insurance Association

of

Malaysia
In practice, eg:
Scenario 1: The Insured vehicle sustained
damages in an accident. It was discovered
that the engine of the vehicle had been
changed to another with the same cubic
capacity. The Insured had, at the material
time, submitted the relevant documents to
the JPJ notifying the change of the engine
and it was subsequently endorsed on the

Insurance Mediation
Bureau Practical Eg
The Insurers repudiated liability on
(cont)

the claim for indemnity for damage

to the insured vehicle on the
ground that "the engine has been
changed and the same was not
disclosed to us".

Insurance Mediation
Bureau Practical Eg
The Mediator at the Bureau noted the following
(cont)
condition that applies to the Insured's whole

policy:
"7. This policy will only be operative if (v) You have taken all reasonable precautions to
maintain Your Vehicle in an efficient roadworthy
condition".
To fulfil this condition, it is therefore imperative
that the Insured should change the engine of the
insured vehicle if it is found to be defective or
malfunctioned.

Insurance Mediation
Bureau Practical Eg
The Mediator also pointed out that there
(cont)
was
relevant provision in the Guidelines

on
Claims
Settlement
Practices
concerning the matter:"An insurer should not deny any claim
merely on grounds of technical breaches
of warranty or policy condition which are
not material or connected to the
circumstances of loss, unless fraud is
suspected."

Insurance Mediation
Bureau Practical Eg
In
the matter under reference the engine
(cont)
was changed to another with the same
cubic capacity. Moreover, the JPJ had been
formally notified and the necessary
endorsement had accordingly been made
in the record. There was no question of the
new engine being overpowered that could
affect the judgement of the underwriters to
underwrite the risk neither was there any
evidence of fraud.

Insurance Mediation
Bureau Practical Eg
In(cont)
view of the above, the Mediator
held that the Insured's decision in
changing the engine of the Insured
vehicle to another with the same cubic
capacity was a technical breach which
was not material to the circumstances
of loss. Accordingly, the Insurers were
liable to indemnify the Insured for the
damages to the insured vehicle.

Mediation Rules

Agreement of Parties
Initiation of Mediation
Request for Mediation
Appointment of Mediator
Disqualification of Mediator
Mediation Agreement
Representation

Mediation Rules

Date, Time and Place of Mediation

Authority of Mediator
Settlement Agreement
Privacy
Confidentiality
No Stenographic Record, AudioVisual Recording of Formal Record

Mediation Rules

Stay of Proceedings
Termination of Mediation
Exclusion of Liability (Waiver)
Interpretation and Application of
Rules
Expenses
Stamping of Agreement

Mediator Code of Conduct

Acceptance of Assignment
Impartiality
Confidentiality
Settlement
Withdrawal
Fees
Evaluation

Confidentiality Code
US position : Uniform Mediation Act s
8 : Unless subject to the [insert
statutory references to open meetings
act and open records act], mediation
communications are confidential to the
extent agreed by the parties or
provided by other law or rule of this
State.

Confidentiality Code
EUs position : Whilst confidentiality is generally
regarded as an essential feature of ADR
proceedings, there will be circumstances in
which it is not required, or cannot possibly be
achieved. In each Member State, there are rules
which govern the conduct of professionals
involved in settlement negotiations. In some
jurisdictions and situations, this will be a matter
of public law.

Confidentiality Code
EUs position : Article 10 provides for
a general duty of confidentiality in the
sense that all information relating to
the conciliation proceedings shall be
kept
confidential,
except
where
disclosure is required under the law or
for the purposes of implementation or
enforcement
of
a
settlement
agreement.

Confidentiality Code
EUs position : Article 10 provides for a general
duty of confidentiality in the sense that all
information relating to the conciliation
proceedings shall be kept confidential, except
where disclosure is required under the law or
for the purposes of implementation or
enforcement of a settlement agreement.
Source: EU Green Paper
http://www.arbitrators.org/Institute/Downloads/EU_Green_Pap
er.PDF

Confidentiality Code
Australias position : Position varies
depending on the sort of ADR process and
the applicable legislation. For example,
the Federal Court of Australia Act 1976
(Cth), s 53B provides that evidence of
anything said or any admission made at a
mediation referred under the Act is not
admissible in any court.
Source: http://www.austlii.edu.au/

Confidentiality Code
Australias position : Amendments to the
Family Law Act 1975 in 1996 provide that
evidence of anything said or any admissions
made at a meeting conducted by a court
mediator, a community or private mediator or
a counsellor is not admissible in any court (s
19N). However, confidentiality is relaxed where
there are reasonable grounds for suspecting
that a child has been abused, or is at risked of
being abused. (s 67ZA(1)(c) and (2)).
Source: http://www.austlii.edu.au/

Confidentiality Code
Australias position : MEDIATION ACT 1997 - SECT 9 :
Admissibility of evidence:
(a)
a communication made in a mediation session;
or
(b)
a document, whether delivered or not, prepared

(i)
for the purposes of;
(ii)
in the course of; or
(iii)
pursuant to a decision taken or undertaking
given in; a mediation session;
is not admissible in any proceedings except in accordance
with section 131 of the Evidence Act 1995 of the
Commonwealth.
Source: http://www.austlii.edu.au/

Confidentiality Code
Australias position : Some exceptions under
section 131 of the Evidence Act 1995 are:
(j) the communication was made, or the document
was prepared, in furtherance of the commission of
a fraud or an offence or the commission of an act
that renders a person liable to a civil penalty; or
(k) one of the persons in dispute, or an employee or
agent of such a person, knew or ought reasonably
to have known that the communication was made,
or the document was prepared, in furtherance of a
deliberate abuse of a power.
Source: http://www.austlii.edu.au/

Protection
Australias position : MEDIATION ACT 1997 - SECT 11
Protection from defamation
11. The same privilege with respect to defamation as
exists in relation to judicial proceedings exists in
relation to
(a)
a mediation session; or
(b)
a document or other material
(i)
produced at a mediation session; or
(ii)
given to a registered mediator for the
purpose of arranging or conducting a mediation
session.
Source: http://www.austlii.edu.au/

Protection
Australias position : MEDIATION ACT 1997 SECT 12
Protection of mediators
12. A registered mediator has, in the
performance in good faith of his or her
functions as mediator, the same protection
and immunity as a judge of the Supreme
Court.
Source: http://www.austlii.edu.au/

Conclusion
The concept of mediation is meant
to be simple, ie settlement
negotiation with the assistance of a
neutral third party.
However, like the development of
law, there are still more to be
achieved vide the implementation
of legislation and rules.

THE END
Assisted by:
Sally Kee
LLB (Hons) (London), of Lincolns Inn, Barrister
Advocates & Solicitor
High Court of Malaya