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

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

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

• 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 that are the subject of the complaint;
• compliance with the indications of the best quality rules.

The process is based on the principles of accessibility to make it easy for the Customer to access the procedure, timeliness to ensure a rapid response to complaints, clarity in responses to those who have submitted complaints, traceability, transparency, fairness, objectivity, free of charge, and 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 files a complaint with the Concordia et Ius srl Conciliation Body

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 format below.

The complaint must contain the following mandatory information:

• Personal details of 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 relates to a mediation procedure, it is mandatory to indicate the procedure number assigned by the Conciliation Body Concordia et Ius srl

If the complaint concerns a training course, it is mandatory to indicate the title of the training event, the date, and the location where it was actually delivered.

• Reasons for the complaint

If the complaint concerns a mediation process, the information provided must comply with the confidentiality requirements set forth in the applicable privacy legislation and the Regulations of the Conciliation Body Concordia et Ius srl. Therefore, it may not include information or news relating to individuals who participated in the mediation without their formal consent.

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

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 Complaints Manager to manage the dispute assessment and resolution process.

The designated Complaint Reviewer will first verify compliance with the General Service Provision Conditions, the Regulations, and the Code of Ethics in effect at the time the complained-for Service is provided. If necessary, the Complaint Reviewer will conduct a more thorough review, involving those who may be involved in providing the complained-for service, in compliance with confidentiality principles. The average response time is approximately ten days from receipt of the complaint, which may be extended if a more thorough investigation is necessary. The Customer will be informed of this outcome.

Art. 4 Decision on the complaint

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

If the complaint is accepted, the Conciliation Body will provide the complainant with written suggestions for a possible amicable resolution of the matter. If the complaint is deemed unfounded, the complainant and the Conciliation Body, Concordia et Ius srl, may utilize additional alternative dispute resolution tools.

Art. 5 Complaints Register

The Conciliation Body Concordia et Ius srl adopts an electronic complaint recording system, 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 (telephone, fax or e-mail)
• 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