Pusat Mediasi Komuniti Madani Sejahtera (PMKMS)
DBKL
A structured, harmonious, negotiation-based dispute-resolution platform for city residents.
Neutral & Professional
Certified mediators help both parties find the best resolution.
Confidential & Trusted
All information is handled in confidence throughout the mediation process.
Free of Charge
PMKMS mediation services are currently free of charge.
Harmonious Resolution
Encourages mutual agreement without going through court proceedings.
The Mediation Process
A simple, orderly and structured process
Types of Cases Handled
Why Choose Mediation?
Resolving disputes together, building a community that is harmonious and prosperous.
About PMKMS
The Community Mediation Centre (PMKMS) is a Kuala Lumpur City Hall (DBKL) initiative providing city residents with a structured, harmonious, negotiation-based platform for resolving disputes.
PMKMS was established as an alternative to resolving disputes through legal action or the usual complaint process, which may take considerably longer. Through the mediation process, the parties involved are given the opportunity to discuss openly with the help of a mediator to reach a mutual agreement.
What Is the DBKL Mediation Centre?
The DBKL Mediation Centre is a dispute-resolution centre run neutrally with the help of certified mediators.
The centre helps disputing parties sit down together, understand the real issues and find a mutually agreed way forward.
Mediation is not about finding a winner or a loser — it helps the parties reach an amicable, practical and harmonious resolution.
Objectives of the Mediation Centre
Provide city residents with a negotiation-based dispute-resolution platform.
Help reduce prolonged disputes within the community.
Encourage harmonious resolution without going straight to court action.
Help parties understand their rights, responsibilities and available resolution options.
Improve community wellbeing and harmony in the Federal Territory of Kuala Lumpur.
Support DBKL efforts to improve the quality of service delivery to city residents.
Role of the Mediation Centre
PMKMS serves as a neutral, professional platform that facilitates peaceful, orderly and courteous dispute resolution. It provides a safe space for disputing parties to communicate openly, guided by an impartial mediator, towards a fair and mutually agreed resolution.
Receive, assess and screen complaints or disputes submitted by the public.
Determine whether a case is suitable for mediation based on the nature and severity of the conflict.
Coordinate and arrange mediation sessions between interested parties systematically.
Provide facilities and a conducive environment so mediation sessions run smoothly.
Guide the parties towards reaching agreement voluntarily, without coercion.
Prepare documentation, official records and follow-up actions to ensure mediation outcomes are honoured and effective.
Role of the Mediator
A mediator is a neutral party who helps run the mediation process, ensuring discussions are fair, orderly and focused on resolution.
Mediators must uphold the four core principles of mediation below.
Four Core Principles of Mediation
Help the parties communicate more clearly and effectively, encouraging courteous language and preventing misunderstanding.
Identify the real issues behind the dispute by examining the facts, emotions and interests of each party.
Give every party a fair opportunity to express their views, feelings and needs without interruption.
Keep the mediation session orderly, professional and within the allotted time.
Help the parties generate and evaluate practical, realistic and mutually acceptable resolution options.
Remain impartial, favouring no party, and keep the discussion balanced.
Not decide on behalf of the parties, but facilitate the process so the parties reach agreement themselves.
Keep information shared during the mediation process confidential.
Help ease emotional tension and create an environment conducive to discussion.
Ensure any agreement reached is clear, understood and accepted by all parties.
How Mediation Differs From Court Action or a Normal Complaint
Mediation
A voluntary negotiation process assisted by a mediator. The parties themselves find and agree on a suitable resolution.
Court Action
A more formal legal process. Decisions are made by a judge based on the law and the evidence presented.
Normal Complaint
Usually involves review, investigation or action by the relevant department. Not every dispute can be resolved through administrative action alone, especially conflicts between two or more parties.
Advantages of Mediation
Mediation is more flexible, faster and less stressful, giving the parties a chance to resolve disputes amicably without damaging community relationships.
Who Can Apply?
Applications for mediation may be made by the following parties, provided the case occurs within the administrative area of Kuala Lumpur City Hall (DBKL):
Kuala Lumpur residents living or carrying out activities within the DBKL area.
Owners or tenants of residential or business premises registered or operating within the DBKL administrative area.
Residents of stratified buildings such as flats, apartments, condominiums or the People's Housing Programme (PPR) facing community or management issues.
Building management bodies such as Joint Management Bodies (JMB), Management Corporations (MC) or registered managing agents operating within the DBKL area.
Individuals or groups with disputes involving city services, the local community, building management, public facilities or other matters under DBKL jurisdiction.
Complainants with issues within the DBKL administrative area who agree to resolve the dispute through mediation.
Internal DBKL departments or units wishing to refer suitable cases for resolution through mediation as an alternative to enforcement or legal action.
Complaint Handling SOP at PMKMS
Complaint Received
Complaints are received through official channels such as the application form, email or the counter.
Complaint Registered
Complaint details are recorded in the PMKMS system or complaint register.
Initial Review
PMKMS verifies the validity and completeness of the complaint information.
Suitability Assessment
The complaint is assessed to determine whether it suits mediation or another course of action.
Parties Notified
The parties involved are informed of the complaint and the proposed course of action.
Referral to Mediation
If suitable, the case is referred to the PMKMS mediation process.
Mediator Appointed
PMKMS appoints a suitable mediator based on the case type and expertise required.
Session Scheduled
The date, time and venue of the mediation session are set with the agreement of all parties.
Mediation Conducted
The session is conducted professionally, fairly and in confidence to help the parties reach agreement.
Agreement Prepared
If agreement is reached, a written agreement is prepared and signed by all parties.
Case Closed
The case is closed once mediation is complete and all documentation is in order.
Monitoring & Follow-up
PMKMS monitors and follows up where necessary to ensure compliance with the agreement reached.
How to Apply
Applicants may complete the PMKMS Complaint / Mediation Application Form provided by PMKMS.
The form and supporting documents can be submitted through the official channels below.
Supporting Documents
A copy of the complaint letter.
Photographs related to the case.
Notices or letters from the relevant parties.
Bills, arrears statements or payment documents.
Agreement documents, where relevant.
Details of the party being complained about.
Any other documents that may assist the case review.
Submission Channels
Visit the PMKMS office in person.
Other methods determined by DBKL from time to time.
Mediation Cost: FREE
Mediation services run by PMKMS are currently free of charge. Should any fees apply in future, applicants will be informed before the mediation session is held.
Frequently Asked Questions (FAQ)
Is mediation free?
Mediation services are currently free. Should any fees apply in future, applicants will be informed.
How long does the mediation process take?
The duration depends on the case type, completeness of documents, the parties' availability and the complexity of the dispute.
Is the mediation outcome binding?
Mediation outcomes are based on the parties' mutual agreement. Once an agreement is reached and recorded, the parties are responsible for honouring it.
Can I bring a lawyer?
Parties may seek advice or bring a representative, subject to the suitability of the case and the rules of the mediation process.
What happens if no agreement is reached?
If no agreement is reached, the parties may still pursue other appropriate channels such as referral to the relevant department, a tribunal, the courts or other action under the law.
Can every case be mediated?
Not every case suits mediation. PMKMS conducts an initial review to determine whether a case is suitable for referral to mediation.
Is information shared during mediation kept confidential?
Yes. The mediation process upholds the principles of confidentiality, neutrality and trust between the parties.
Pusat Mediasi Komuniti Madani Sejahtera (PMKMS)
Kuala Lumpur City Hall
Contact Us
Operating Hours
8.00 am to 5.00 pm
Subject to working days and public holidays.
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