Starting Point
Puan Fadilawati’s journey in community mediation began with her role as the leader of the Rukun Tetangga, where she served as the assistant secretary and was actively involved as a unity activist. In 2011, she attended a mediation course, and by 2012, she was appointed as a community mediator with the Jabatan Perpaduan Negara & Integrasi Nasional (JPNIN). Her mediation career progressed when, in 2015, she was appointed to manage the mediation centre in Putrajaya on a contract basis.
During her time in Putrajaya, Puan Fadilawati played an instrumental role in promoting the mediation centre. She distributed informational materials in residential areas, held exhibitions during various community programs, and conducted surveys to identify cases in need of mediation services. Her dedication to the field led her to further her knowledge and expertise by attending a course in Australia, where she visited the mediation centre in Melbourne with representatives from Kuala Lumpur City Hall or commonly known as Dewan Bandaraya Kuala Lumpur (DBKL). During discussions on establishing a Kuala Lumpur City Hall (DBKL) mediation centre, Puan Fadlilawati shared her valuable experiences from managing the Putrajaya centre and her observations of the Australian mediation model. Her insights were crucial in helping Kuala Lumpur City Hall (DBKL) establish its own mediation centre in collaboration with JPNIN, which ultimately resulted in the creation of the Pusat Mediasi Komuniti MADANI Sejahtera.
In recognition of her expertise, Puan Fadlilawati was appointed by the Persatuan Mediator Komuniti Malaysia (PMKM) to serve as a mediator at the Pusat Mediasi Komuniti MADANI Sejahtera, where she is the only female mediator on the team. She is actively involved in the reconciliation process, handling mediation cases at the centre and traveling frequently to Johor, where she also works as a mediator at the Batu Pahat District Police Headquarters (IPD Batu Pahat). Her passion for mediation continues to drive her career, and she remains deeply committed to resolving conflicts within the community.
Puan Fadilawati is also the president of the Persatuan Mediator Komuniti Malaysia, an organization that plays a key role in supporting mediators across the country. All mediators at the Pusat Mediasi Komuniti MADANI Sejahtera are registered members of this association, which offers them the freedom to handle cases independently without being restricted to a single organization. Mediators are appointed on a contract basis and are compensated based on the cases they manage. To ensure proper financial management and transparency, any funds collected during mediation services are deposited into the association’s account, and allowance payments are made directly to the mediators for the work they complete. This system avoids any complications regarding allowances from Kuala Lumpur City Hall (DBKL) and ensures that mediators are fairly compensated for their efforts.
The Persatuan Mediator Komuniti Malaysia’s vision is to empower mediators to advance in their careers and demonstrate their critical role in fostering community harmony. In support of this mission, the Pusat Mediasi Komuniti MADANI Sejahtera works to resolve community disputes through mediation, addressing complaints and facilitating peaceful resolutions to help ensure harmonious living in the community. Additionally, Kuala Lumpur City Hall (DBKL) board members offer training in strata law, which mediators are required to attend, equipping them with the necessary knowledge to conduct mediation more effectively and to stay up-to-date with legal developments in the field. Puan Fadilawati’s extensive experience and leadership in community mediation reflect a successful model of how mediation can be integrated into community settings to resolve conflicts. Her dedication and the collaborative efforts between various organizations have made a significant impact in promoting mediation services and fostering peace in the community.
Peace Journey
Puan Fadilawati highlighted that the conflicts most commonly reported within communities tend to arise from everyday issues, such as noise disturbances, pet care (e.g., dogs and cats), tree maintenance, and water leaks. Additionally, family-related disputes are frequent, including disagreements among family members, unresolved property divisions, and other personal matters. Based on her experience, these conflicts are generally non-violent and non-criminal in nature. Rather, they often stem from misunderstandings and an inability to manage emotional behaviour among the parties involved.
When conflicts occur, mediation serves as one of the primary preventive measures. A mediator is appointed to facilitate discussions between the conflicting parties, helping them reach a mutually agreeable resolution. Puan Fadlilawati emphasised that the mediation process is adapted to the specific circumstances of each case and is conducted with the full consent of all parties. The goal is to achieve a resolution that fosters long-term harmony and strengthens relationships within the community. Successful mediation is characterised by agreements that promote mutual understanding, cooperation, and a sense of shared responsibility.
Most cases brought forward for mediation pertain to socio-cultural issues, particularly disputes between neighbours of varying or similar ethnic backgrounds. Puan Fadlilawati observed that, while men often dominate leadership roles in community management (e.g., as village heads or chiefs), women are underrepresented as mediators, despite demonstrating significant aptitude for conflict resolution. She argued that an effective mediator must possess the ability to manage tense situations, regulate emotions impartially, and approach problems with empathy rather than sympathy. Women, she noted, often excel in mediation due to their strong communication and persuasive skills, making them well-equipped to navigate complex disputes and guide parties towards resolution.
Puan Fadlilawati’s observations underscore the efficacy of mediation in addressing a wide range of community conflicts, from everyday neighbourhood concerns to more sensitive personal disputes. The success of mediation lies in identifying the root causes of conflict, managing emotional dynamics, and fostering open communication that leads to mutually beneficial solutions. By employing such approaches, communities can maintain peace and harmony, ensuring that residents coexist in a respectful and comfortable environment.
Success Stories
According to Puan Fadilawati, women who possess the necessary skills for mediation but are not actively involved in the process face several challenges, including financial and time-related constraints. Mediators typically do not receive additional allowances from the management and are expected to provide their services without remuneration, unless they are on a contractual basis. This lack of financial compensation can be particularly discouraging for women with established careers and family responsibilities, as these often impose time limitations that hinder their ability to fully commit to mediation work.
Moreover, women’s participation as mediators is restricted by the predominance of men in leadership positions within communities. Since most community leaders who collaborate with mediators are male, a greater proportion of men are appointed to these roles. Additionally, there is a lack of initiatives to expand mediation centres and formalise channels that promote the mediators’ role within the community. For instance, the community’s respect for mediators tends to diminish once they are no longer affiliated with the Rukun Tetangga committee, even if they remain certified professionals. This erosion of recognition weakens the authority and effectiveness of mediators in addressing disputes.
Despite these obstacles, mediation offers substantial benefits, particularly for women engaged in disputes. It provides a platform for resolving conflicts openly and amicably, thereby avoiding protracted and costly court proceedings. This approach not only ensures that women receive equitable treatment, counterbalancing the male-dominated nature of decision-making roles, but also reduces expenses associated with legal representation and court fees. Mediation facilitates mutually agreeable solutions that foster economic stability and social harmony, mitigating the financial and emotional burdens often linked to formal legal processes.
A notable achievement of Puan Fadilawati in the field of mediation is her successful transformation of the Rukun Tetangga Centre in her area into the first Pusat Mediasi Komuniti in Johor. This initiative garnered significant attention from the Jabatan Perpaduan in Johor, leading the department to allocate funds for upgrading the centre. The Jabatan Perpaduan Daerah in Johor also sought Puan Fadilawati’s expertise in handling cases deemed suitable for mediation, further recognising her contributions to community dispute resolution.
In conclusion, community mediation in Malaysia, as exemplified by the work of Puan Fadilawati, serves as an invaluable mechanism for resolving conflicts peacefully and efficiently. Although challenges such as financial constraints and gender disparities in leadership persist, the benefits of mediation—including cost-effective dispute resolution, the promotion of equality, and the preservation of social harmony—underscore its significance. Puan Fadilawati’s efforts in establishing mediation centres and advocating for their use highlight the pivotal role mediation can play in grassroots peacebuilding initiatives.