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Complaint and Dispute Resolution Policy

Our aim is to give you the highest quality service at all times. However, if you have a complaint, you are invited to let us know as soon as possible.


Introduction

This Complaint Handling and Dispute Resolution Policy aims to provide a structured approach to resolving complaints and disputes that is fair and equitable, and that will lead to solutions that are acceptable to all parties.


Complaint

A complaint is an expression of dissatisfaction, made to the association, related to the association’s activities, operations, policies, employees, volunteers or the complaints handling and dispute resolution process itself, where a response or resolution is explicitly or implicitly expected.


Complainant

A party that makes a complaint or files a formal charge, for example, a member of the public, association members, employees, volunteers, suppliers and contractors.


Dispute

Means an unresolved complaint. In other words, it is a matter that has been dealt with as a complaint under this Policy, but where the complainant is still not satisfied with the outcome.


Purpose of Policy

The purpose of this Policy is to outline a set of procedures to effectively and fairly respond to complaints and disputes in a professional and timely manner.

This Policy provides a process for handling and resolution of complaints and disputes between Bizhelp and its members, employees, speakers and contractors relating to company’s activities and operations.

The objectives of this Policy are to establish a process to:

  • Record, action and resolve complaints and disputes;
  • Provide complainants, dissatisfied with a decision, a referral to an external process for resolution of their complaint;
  • Review and monitor the company’s performance against the procedures outlined in this Policy.

Overview

The complaint and dispute resolution process at Bizhelp operates in two stages:

  • An internal dispute resolution process under which the company will use its best efforts to resolve a complaint or dispute to the mutual satisfaction of the company and the complainant;
  • Failing resolution, an external dispute resolution process under which the complainant, dissatisfied with the company’s decision, can refer the complaint to the company’s external dispute resolution officer/mediator or other external mediation body/service for resolution.

Effective and Efficient Complaint and Dispute Resolution Process

The company will adopt an effective and efficient complaint and dispute resolution process that:

  • Is communicated to company’s members, employees, speakers and contractors;
  • Has stated time limits for each stage of the process;
  • Is reviewed annually;
  • Is documented.

Committee and Management Commitment

The Executive Director, Client Service and Business Development Department of Bizhelp are committed to the implementation of this Policy, as evidenced by:

  • Ensuring the company’s members, employees, speakers and contractors are aware of the association’s Policy;
  • Implementing management systems and reporting procedures to ensure timely and effective complaints handling and disputes resolution, and monitoring.

Complaint Handling and Dispute Resolution Coordinator

The Executive Director, Client Service and Business Development Department of Bizhelp are committed to the implementation of this Policy, as evidenced by:
All complaints should be directed to the Complaint Handling and Dispute Resolution Coordinator, The executive Director, Client Service and Business Development Department.


Communication

This Policy is displayed in a public area within the company’s website (www.bizhelp.ae/en/).
Periodically (at least annually), the Complaint Handling and Dispute Resolution Coordinator must remind the abovementioned stakeholders about this Policy.

Internal Resolution of Complaints and Disputes

Procedures for Receiving Complaints

If a complaint is submitted to Bizhelp Management Consulting, the company:

  • Must, if the complaint is verbal, either resolve it “on the spot”, or if that is not done, request the complainant to submit a written complaint to the Complaint Handling and Disputes Resolution Coordinator;
  • Must, if the complaint is in writing, acknowledge in writing receipt of the complaint as soon as practicable and in any event within 14 days from receipt, and enclose a copy of this Policy for the complainant’s information;
  • Must ensure that the complaint receives proper consideration resulting in a determination by the Complaint Handling and Dispute Resolution Coordinator as the person designated by the association as appropriate to handle complaints;
  • Must act in good faith in dealing with and resolving the complaint;
  • Must investigate the complaint including by seeking all relevant information from the complainant and obtaining all relevant information from company’s employees/Speakers/suppliers.
  • May in its discretion give any appropriate remedy to the complainant, including any of the following:
    Information and explanation regarding the circumstances giving rise to the complaint;
    An apology and compensation for loss incurred by the complainant.
  • Must communicate to the complainant in relation to the complaint as soon as practicable and in any event not more than 45 days after receipt by the company of the complaint:
    The determination in relation to the complaint;
    The remedies (if any) available to the complainant;
    Information regarding any further avenue for complaint.

When a Complaint will be Treated as Resolved by the Company

Written Complaints - where the complainant has been notified in writing of a decision and no response has been received, the complaint will be treated as resolved by the company. Verbal Complaints - will be treated as resolved by the company where the complaint has been resolved to the complainant’s satisfaction “on the spot” or where the complainant has been notified of a decision about a complaint and no response has been received.


Confidentiality

The complaint handling and dispute resolution process will keep the complainant’s identity private to guard against inconvenience or discrimination.


Sensitivity

The company will treat each complaint separately and on its merits.

Recording the Complaint

Complaints and Disputes Register

The Complaint Handling and Dispute Resolution Coordinator must ensure that a Complaints and Disputes Register is established, maintained and kept up-to-date. The Register will be comprised of a copy of each Complaint Report.
At a minimum, the Register must include the following information about every complaint that is received:

  • Date complaint is made;
  • Nature of complaint / issue;
  • Action taken to investigate the complaint;
  • Date resolved;
  • How resolved.

The Complaint and Dispute Resolution Coordinator must periodically review the Register to check that complaints are being handled appropriately, including in accordance with this Policy, and within the required timeframes.
The Complaints Register must also be tabled annually at Association Executive Committee meetings.


Timetable for Complaints Handling

The company will attempt to resolve complaints and notify the complainant as soon as possible.


Annual Review of this Policy

The Complaint Handling and Dispute Resolution Coordinator is responsible for ensuring this Policy is adhered to. Periodically (at least annually), the Complaint Handling and Dispute Resolution Coordinator will review this Policy and report the outcome of this review to the Executive Committee.


If an Individual asks about the Complaint Handling and Dispute Resolution Procedures

If an individual asks for information about the company’s complaints handling and dispute resolution methods, employees must refer the request to the Complaint Handling and Disputer Resolution Coordinator as soon as possible. The Complaint Handling and Dispute Resolution Coordinator must ensure the individual is provided with a copy of this Policy within seven business days of the request.


If an Individual asks for Assistance in Formulating or Lodging Complaint

If an individual asks for assistance in the formulation and lodgment of his/her complaint, employees, members, speakers must refer the request to the Complaint Handling and Dispute Resolution Coordinator as soon as possible. The Complaint Handling and Dispute Resolution Coordinator must ensure reasonable assistance is provided to the individual.


Where a Complaint is not Resolved to an Individual’s Satisfaction

For each complaint that cannot be resolved to the complainant’s satisfaction within the abovementioned 45 days, the Complaint Handling and Dispute Resolution Coordinator must inform the complainant in writing that they have the option to pursue resolution of their complaint with the company’s external Dispute Resolution Officer / Mediator and provide details about how to access them.


External Resolution of Disputes

Failing resolution of a complaint through the company’s dispute company resolution process as outlined in this Policy, complainants can refer their complaint to an external mediation body/service for resolution.

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