Complaints procedure for services provided by the Conciliation Body Concordia et Ius srl

Art. 1 Applicability of the document The procedure below illustrates the operating methods proposed by the Conciliation Body Concordia et Ius srl for the management of complaints received.

The Organization adopts the following internal procedure to ensure and guarantee:

• a rapid and timely handling of complaints received;
• the univocal attitude of the professionals, of the various local units involved in the provision of the services which are the subject of the complaint;
• compliance with the indications of the best quality rules.

The procedure is based on the principles of accessibility to make it easy for the Customer to access the procedure, of timeliness to ensure a rapid response to the complaint, of clarity in the responses to be addressed to those who have forwarded the complaints, of traceability, of transparency, of correctness, of objectivity, of free of charge, and of confidentiality.

Art. 2 Definitions

Client: natural or legal person who has purchased a Mediation or Training Service from the Conciliation Body Concordia et Ius srl

Service: professional economic activity provided by the Conciliation Body Concordia et Ius srl

Complainant: customer or his representative who submits a complaint to the Conciliation Body Concordia et Ius srl

Complaint: expression of dissatisfaction with a service provided by the Conciliation Body Concordia et Ius srl with a request for a solution

Art. 3 Activation of the complaint

The complaint must be made in writing.

The complaint can be made by filling out the form available at the bottom of the page or in free form following the scheme below.

The complaint must contain the following mandatory information:

• General information about the person submitting the complaint
• Personal details of the person sending or delivering the complaint (if different)
• Indication of the type of service to which the complaint refers.

If the complaint is related to a mediation procedure, it is mandatory to indicate the procedure number assigned by the Conciliation Body Concordia et Ius srl

Where the complaint relates to a training course, it is mandatory to indicate the title of the training event, the date and place of actual delivery.

• Reasons for the complaint

If the complaint is related to a mediation procedure, the information provided must guarantee compliance with the confidentiality required by the current legislation on Privacy and by the Regulations of the Conciliation Body Concordia et Ius srl and therefore may not include information or news relating to subjects who took part in the mediation without their formal consent.

• The requested solution
• The explicit authorization for the Conciliation Body Concordia et Ius srl to use the information provided in the complaint for the purpose of its definition.

The complaint must be submitted in one of the following ways:

• by sending it via email to info@concordiaetius.it
• by sending it by registered mail with return receipt or by certified email, or directly to the registered office of the Conciliation Body Concordia et Ius srl in via G. Sciuti, 164, 90144 Palermo.

Upon receipt of the complaint, the Concordia et Ius srl Conciliation Body assigns a unique identification number and identifies a Complaint Manager to manage the dispute assessment and resolution process.

The Person in Charge of evaluating the complaint preliminarily verifies compliance with the General Conditions of Service Provision, the Regulations, the Code of Ethics in force at the time of provision of the Service subject to the complaint and, if necessary, conducts a more in-depth verification, involving those who may be involved in the provision of the service subject to the disputed complaint, in compliance with the principles of confidentiality. The average response time is in the order of ten days from receipt of the complaint, which may be extended if a more in-depth investigation is necessary, of which the Customer will in any case be informed.

Art. 4 Decision on the complaint

The person designated to evaluate the complaint will decide whether or not the complaint is well-founded.

In the event of acceptance, it will suggest in writing to the complainant the solutions for a possible amicable resolution of the matter. In the event of a complaint deemed unfounded, the complainant and the Conciliation Body Concordia et Ius srl may use the additional tools for alternative dispute resolution.

Art. 5 Complaints register

The Conciliation Body Concordia et Ius srl adopts a system for recording complaints in electronic format, in which the following must be noted:

1. Summary of the complaint:

• Progressive code by year
• Date of receipt
• Final closing date

2. General information about the complainant:

• Name and surname/denomination
• Complaint Sender Contact (Phone, Fax or Email)
• Nature of the complaint (subject of the complaint and reasons)

3. The details of the person responsible for the complaint

4. The outcome of the complaint:

• The final outcome of the complaint (Acceptance/Rejection)
• Reasons for accepting/rejecting the complaint