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Q: What if a complainant does not want mediation during CSR or Informal Resolution?
A: Involvement in mediation is voluntary for both the complainant and the officer. If either or both parties decline mediation, the complaint will continue through CSR or Investigative processes.

Q: How can mediation help resolve a complaint?
A: Mediation can help to identify the factors that led to the complaint in the first place. Very often, problems that arise from police and citizen interactions are the result of misunderstanding, failure to communicate, poor judgment or inappropriate behaviour. Through listening, exchanging perspectives and problem-solving, an agreement, mutual understanding and reconciliation can emerge.