Your complaint is reviewed to determine if it can be mediated. If it appears that it can be, a copy of your written complaint is then forwarded to the business for its response. At the same time, we notify you by letter to let you know we have started the mediation process. One of our volunteer mediators (not a State employee) is then assigned to your case. We use additional letters or phone calls to determine the facts. Our mediator tries to bring you and the business closer to agreement. Of course, in order to reach a satisfactory settlement, we need the voluntary participation of the business.