Complaint Mediation Programme Brochure

NORTHBRIDGE CONSULTING AND TRAINING

HRD Corp Claimable

Northbridge Regulatory Practice · NB-RCM Pathway

Complaint Mediation

A one day follow-on programme in the NB-RCM pathway. Taking an escalated complaint to a defensible close.

We translate regulatory intent into operations.

1

Day · 7 Hours

RM2,000

Per Participant, Bundled with NB-RCM

30+

Years Licensee-Side Experience

NORTHBRIDGE · Complaint Mediation

Programme Brochure

Why This Programme

Some complaints do not close on first contact. This programme trains the close that holds.

NB-RCM trains your teams to diagnose and classify a complaint against regulatory requirement. Complaint Mediation picks up where that leaves off: the complaint that has not resolved on first contact and is now moving toward escalation.

A mediated close is not a soft close. It is a structured conversation that separates a resolution concession from an admission of breach, and produces a record that survives regulatory review just as rigorously as any first-contact resolution.

Grounded in the closure and compensation provisions of the General Consumer Code of Practice, the programme is delivered as a direct continuation of the NB-RCM diagnostic methodology.

Who It Is For

Built for the people who carry this stage of the complaint.

Complaint Handling Teams and Team Leads

Staff who have completed NB-RCM and now handle complaints that have moved past first-line resolution.

Compliance and Regulatory Affairs

Officers involved in mediated complaint closures and the regulatory exposure they carry.

Customer Care Operations

Managers who own mediation outcomes and the closure documentation standards behind them.

NB-RCM Graduates

Anyone who has completed the core programme and now needs the escalation-stage skill set.

NORTHBRIDGE · Complaint Mediation

Programme Structure and Investment

Programme Structure

One day. Mediation and Closure

Full Day · 7 HoursMediation and Closure

Where first-line handling ends and mediation begins, and how to run the conversation, the concession, and the closure without creating new regulatory exposure.

From complaint handling to mediation: the escalation trigger and the obligations that carry forward
Complaint closure rules under the GCC: consent-based closure and external dispute resolution
Structured mediation technique: separating the analytical read from the human read of the conversation
The concession boundary: what can and cannot be offered without creating new exposure
Documenting the mediated closure so the file holds up under regulatory review
When mediation is not appropriate: recognising the exit and escalating correctly

Outcomes

What your teams leave with.

Structured technique for managing a mediation conversation without conceding a breach

A repeatable method for documenting a mediated closure that withstands regulatory review

The judgement to recognise when mediation is not the right path, and what to do instead

Programme Fee

RM2,000 · per participant, 1 day

This rate applies when booked together with NB-RCM. Taken standalone or added after the core booking, the rate is RM3,000 per participant.

HRD Corp Claimable

NORTHBRIDGE · Complaint Mediation

Pathway and Facilitators

The Pathway

Complaint Mediation builds directly on NB-RCM.

NB-RCM: Regulatory Complaint Management for Communications Providers

The foundation course. A repeatable methodology for diagnosing and classifying complaints against regulatory requirements, and recognising when a complaint is also a breach risk.

2 Days

Core programme · prerequisite

Regulatory Reporting and Breach Documentation

The companion follow-on module: turning complaint records into regulatory reporting that protects the organisation.

RM2,000

1 day · per participant, bundled with core

Facilitators

Decades on the licensee side. Not observers of the industry, operators in it.

Siti Amelda Suraya binti Abdul Halim

Lead Trainer & Head of Learning · HRD Corp Accredited Trainer · Northbridge

Twenty-two years at Telekom Malaysia in regulatory strategy, universal service provision, MCMC liaison, quality of service, and parliamentary representation, followed by a senior industry role heading compliance and complaint operations in a regulatory and diagnostic capacity.

HRD Corp Accredited Trainer TTT Certified · August 2025 MSc IT Management · UTM 22 Years · Telekom Malaysia

Kamal Bahrein Baharuddin

Principal Regulatory Counsel · Subject Matter Expert · Northbridge

Over 33 years of combined legal and regulatory experience, including 29 years at Telekom Malaysia leading consumer regulatory strategy, consumer code compliance, and MCMC liaison. All regulatory content in this programme is reviewed by him for legal accuracy before delivery.

33 Years · Legal & Regulatory Advocate & Solicitor · Legal Practice 29 Years · Telekom Malaysia MCMC & Policy Maker Liaison · Group Level

Independence. Northbridge Consulting and Training is an independent training and advisory firm. This programme references publicly available laws, licence conditions, and registered regulatory instruments for educational purposes. Northbridge is not affiliated with, endorsed by, or acting on behalf of any regulator, industry forum, or code administrator.

Enquiries

Ready to take your teams from resolution to closure?

Tell us your team size and preferred dates. We will respond with a quotation and proposed schedule.

info@northbridge.com.my · northbridge.com.my