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What it is, and what it isn't

The consumer council's survey found that two-thirds of those questioned accurately defined the mediation process as "an independent person listening to both parties involved in a dispute and helping them come to an agreement".

Eleven per cent misunderstood the concept and defined it as "an independent person listening to both parties involved in a dispute and then making a decision".

Nine per cent incorrectly believed it was about "the parties discussing the problem by themselves and trying to come to an agreement".

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