Elements and Performance Criteria
- Establish relationship with franchisor
- Identify the franchisor’s representative/s or liaison person/s
- Identify communication channels with the franchisor’s representative/s or liaison person/s
- Establish schedule of contact with the franchisor’s representative/s or liaison person/s
- Hold initial meeting with the franchisor’s representative/s or liaison person/s to initiate ongoing relationship
- Ensure participation in the franchisee advisory council meetings and relevant activities
- Determine services available from franchisor
- Consult with the franchisor’s representative/s or liaison person/s to determine range of services available through the franchisor
- Establish schedule for accessing services of the franchisor
- Access services available through the franchisor according to schedule and as needs arise in the course of business operations
- Maintain currency of information relating to services available through the franchisor
- Implement strategies for meeting franchisee’s financial obligations
- Resolve disputes with franchisor
- Identify disputes with the franchisor and enter into negotiations with the franchisor’s representative/s or liaison person/s in line with complaints handling procedure as described in the Franchising Code of Conduct
- Seek assistance from third parties or mediators to facilitate resolution of disputes arising with the franchisor and in line with the complaints handling procedure
- Resolve disputes and document courses of agreed action
- Implement agreed courses of action to resolve disputes
- Use lessons learned from disputes to guide future business operations and to facilitate positive relationships with the franchisor
- Implement strategies for meeting franchisee’s financial obligations