Julia Lines, the Manager of the Health Conciliation Registry in the Health Care Complaints Commisison, provided her audience at ADRA's seminar on 14 August with some insights into the complaints handling procedures she oversees.  Of special interst was the outcome of the client satisfaction surveys.  90% of complainants, health providers and support people expressed a high level of satisfaction with the processes provided by the Registry.     Sally Trevena shared some results of research by the Society of Consumer Affiars Professionals, including ground-breaking research into the way consumer emotions affect their responses.  When it comes to complaint handling, she said, the first point of contact is the most vital.  The tips Sally provided have been taken into account in developing the Guide to Good Practice for Complaints Handling for Mediation Practitioners which has now been completed for launch in September.