Disputes- External Agents and The Public

Purpose

The following procedure details the necessary actions when a dispute arises with an external agent of a member of the public.

Procedure

Disputes with external agents should be avoided at all times.  In the event that a dispute arises the matter should first be discussed with Sales Manager and, in the case of a serious dispute, the support of other directors should be enlisted.

Depending on the situation, the Sales Manager may dismiss the complaint or arrange a face to face meeting to seek an explanation and resolution to the matter.

The Sales Manager must ensure that the consultant, who has the dispute, writes a detailed report of the dispute.

The REIV has clearly enunciated a dispute resolution procedure that must be followed; otherwise the complaint will not be considered.  Such action should only be taken as a last resort; refer to Directors for instructions.

Disputes with the public are potentially the most damaging and should always be considered seriously.

All public disputes must be brought to the attention of the Directors and handled by them immediately.

At all times, courtesy must be extended to the public and no statements of liability or otherwise are to

be made without consultation with the Directors.