Complaint 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 Body adopts the following internal procedure to ensure and guarantee:

a rapid and timely treatment of complaints received; the univocal attitude of the professionals, of the various local units involved in the provision of the services covered by 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 guarantee 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, objectivity, gratuitousness, and confidentiality.

Art. 2 Definitions

Customer: 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 presents a complaint to the Concordia et Ius srl Conciliation Body

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

Art. 3 Activation of the complaint

The Complaint must be made in writing.

The complaint can be drawn up 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 of the person submitting the complaint General information of the person sending or delivering the complaint (if different) Indication of the type of service to which the complaint refers.

If the complaint relates to a mediation procedure, it is mandatory to indicate the number of the procedure 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 current legislation on privacy and by the Regulations of the Conciliation Body Concordia et Ius srl and therefore cannot report information or news relating to subjects who took part in the mediation without their formal consent.

The requested solution The explicit authorization for the use by the Conciliation Body Concordia et Ius srl of 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 the address info@concordiaetius.it by sending it by registered mail with return receipt or by PEC, 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 Conciliation Body Concordia et Ius srl assigns a unique identification number and a Complaint Manager is identified to manage the process of evaluating and resolving the dispute.

The Manager designated for evaluating the complaint preliminarily verifies compliance with the General Conditions of Service Provision, the Regulations, the Code of Ethics in place at the time of provision of the Service object of the complaint and, if necessary, conducts a more in-depth verification, involving those who may be involved in the provision of the service which is the subject of 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 can 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 settlement of the matter. In the event of a complaint deemed unfounded, the complainant and the Concordia et Ius srl Conciliation Body may use additional alternative dispute resolution tools.

Art. 5 Register of complaints

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

1. Summary data of the complaint:

Progressive code by yearDate of receiptDate of final closure

2. Details of the complainant:

Name and surname/nameContact of the Sender of the complaint (telephone, fax or e-mail)Nature of the complaint (subject of the complaint and reasons)

3. The data of the complaint manager

4. The outcome of the complaint:

The final outcome of the complaint (Acceptance/Rejection) The reasons for acceptance/rejection of the complaint