Complaint Mediation | Northbridge

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 own the escalated 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.

Programme Structure

One day. From escalation trigger to defensible 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

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. The methodology taught in this programme was built from that experience: someone who has sat on both sides of a complaint, as an operator representative and as a regulatory officer.

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. Kamal began his career as an Advocate and Solicitor before joining Telekom Malaysia, where he spent 29 years leading consumer regulatory strategy, consumer code compliance, and MCMC liaison at Group level. His work spanned regulatory governance, consumer protection, MSQoS compliance, risk management, and direct engagement with policy makers and regulators on matters of institutional consequence. 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.