Elements and Performance Criteria
- Establish that a dispute exists
- All information relating to the original problem is identified and the grounds for the dispute clarified
- Contact is made with all parties to identify and clarify the disputed issues and ensure that the customer has a legitimate dispute or that the initial complaint has not already been settled to the customer's satisfaction
- Information is assessed to ensure that the organisation operating procedures have been followed and all information relevant to the dispute resolution process is provided to the customer
- Where necessary additional information is obtained from relevant parties as required and exchanged appropriately
- Where the existence of a genuine dispute is established, the customer is informed of the organisation's obligations, procedures to be followed and timeframes
- Investigate the dispute and determine the action to be taken
- All information from prior dealings with the customer is collected with further investigations undertaken if necessary
- The customer is kept informed of progress and advised of any delays
- Resolution action is determined with consideration to the facts, legislation, organisation procedures and policies and industry codes of practice and appropriate personnel informed of action to be taken
- Resolve dispute
- The customer is informed of the decision, including reasons for the decision if appropriate, and negotiations are carried out with claimant or representative if required
- Disputes are resolved in a timely and, as far as practicable, non litigious manner and, as far as possible, without resorting to formal conciliation services
- The rights of the customer are respected in all dispute settlement procedures and any unresolved disputes are referred to formal conciliation services
- Finalise dispute
- Outcomes of the dispute resolution process are recorded and all parties affected by the decision clearly and promptly advised on the outcome and their rights in relation to review of the decision
- Relevant documentation is prepared according to legislation, regulations and codes of practice for unresolved disputes which have been referred to formal conciliation services
- Decision of external dispute resolution body is attended to, as appropriate
- All documentation is completed in accordance with legislation and organisation procedures