complaints & mediation
Sometimes problems occur with a landscaping project; this may result from poor communication, poor workmanship or issues beyond our control.
Nevertheless, whilst the MLSA cannot guarantee our Members individually, we do endeavour to assist the client and our Members in reaching a resolution that satisfies all parties. MLSA encourages all of its Members to listen to their clients' concerns and work to address them. If you are a client of an MLSA Member and this is not working, our advice is to follow these steps:
We encourage you to complete our Dispute Form as we record all complaints. It is important for our members' integrity and the industry generally to know and censure operators who consistently attract complaints.
MLSA Members and consumers can access the one free initial dispute resolution service if a dispute occurs with a consumer, MLSA designer or contractor over a building issue. This service is available in South Australia only.
The MLSA responds to building complaints only, where the MLSA Member and/or consumer have indicated possible defective workmanship or materials. Where an MLSA Member and consumer cannot resolve their dispute, the MLSA will attempt to mediate an outcome that is suitable to all parties concerned.
MLSA realises a greater chance of successfully resolving a dispute with early intervention and can utilise industry experts who are trade qualified and highly experienced.
In response to a submitted complaint, the MLSA will contact both parties to clarify the nature of the dispute and seek agreement from both parties to participate in this intervention.
For the MLSA to proceed, both parties must participate in this process. Depending on the nature of the matter, the possible outcomes could be:
Disclaimer: All claims, disputes, and controversies arising out of, or concerning, the performance, interpretation, application, or enforcement of MLSA Members, the MLSA shall refer the disputing parties to a to optional preliminary disputes and resolutions mediation service conducted on behalf of the MLSA before, and as a condition precedent to, the initiation of any litigation action. It is a condition of using the MLSA service that if during the mediation, a party ("offering party") makes an offer of compromise to another party which the said party does not accept ("refusing party"), the MLSA has no liability or responsibility to the outcome of the dispute.