ABSTRACT

The expansion of interest in mediation services in the UK comes at a time when the issue of standards of service and quality of delivery are priorities for government and employers, and also important for ‘customers’. Quality systems (eg BS 5750),1 Investors in People, National Vocational Qualifications and National Education Attainment Targets are all examples of governmentled ‘quality initiatives’ being promoted. Professional bodies are also concerned to define ‘client charters’ and codes of conduct. Contractors of services are increasingly asking for evidence of quality assurance.