| Dispute Resolution Plan
Objective
To provide a formal mechanism for stakeholders in the Tools For Your Trade voucher initiative to raise complaints and/or notify disputes relating to the activities of parties participating in the voucher Initiative.
This Disputes Resolution Plan relates directly to disputes arising over the availability, purchase and transfer of ownership of tools acquired as part of this voucher Initiative. It does not relate to the handling of general concerns or complaints about MAS Administration Services personnel behaviour or the adequacy of their customer service as these are dealt with under the company's Customer Relationship Management Policy.
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Submitting a Dispute
By post:
The Contact Officer
Tools For Your Trade
PO Box 828
South Melbourne VIC 3205
By fax:
1300 556 416
By email:
info@toolsforyourtrade.com.au
Parties to a Dispute
The following parties can be involved in a Dispute about the management and administration of the Tools For Your Trade voucher initiative:
- Employer and Supplier
- Employer and Australian Apprentice
- Employer and Contractor
- Supplier and Contractor
- Australian Apprentice and Contractor
Notification of Potential Dispute
Employers, Suppliers and Australian Apprentices will be encouraged to notify the Tools For Your Trade team (MAS Administration Services) immediately of any concerns, complaints or disputes associated with the Tools For Your Trade voucher initiative. All promotional material including Voucher correspondence, Supplier Registration Brochures, websites and e-newsletters will provide information about the Company's Customer Relationship Management Policy and Disputes Resolution procedures. These materials will direct complainants to either our 1800 number or the Tools For Your Trade website.
The Team Leader, Operations, who is formally trained in dispute/conflict resolution, will be the designated contact officer for complaints and disputes.
Upon receipt of an email or telephone complaint, the Contact Officer will ascertain if the issue should be dealt with through the Tools For Your Trade Disputes Procedure.
- If the complaint is about the general behaviour or service provided by MAS employees, the matter will be dealt with under the Customer Relationships Management Policy.
- If the complaint is about perceived conflict of interest of MAS Administration Services Ltd, the matter will be dealt with under the Disputes Resolution Procedure.
- If the complaint is regarding a dispute between an Employer, Australian Apprentice and/or Supplier, the matter will be dealt with under the Disputes Resolution Procedure.
Dispute Resolution Procedure
- The Contact Officer will record the date and time of the initial contact with the Complainant in the MAS Disputes Register and allocate a unique reference number.
- The Complainant is to be advised that a “Dispute Notification Form” must be submitted to the Contact Officer in order for MAS Administration Services to intervene in a dispute between the parties.
- The Tools For Your Trade Dispute Notification Form and guide for completion will be accessible from the MAS Administration Services Tools For Your Trade website. Alternatively, the Contact Officer will be able to mail, fax or email a copy of the form to the Complainant.
- The form can be completed and lodged directly via the website or by fax, mail or email.
- Upon receipt of a Dispute Notification Form, the Contact Officer will check the dispute register for the relevant reference number. If this is the first contact by the complainant, a new reference will be generated.
- A dispute registration file, cross-referenced to the original reference number, will be raised. All correspondence and information related to the dispute will be retained on file in hardcopy form.
- The complainant will be contacted within one business day by the Contact Officer will verify the bona fides of the complainant and the details on the Notification Form.
- The Contact Officer will investigate and assess the claim and will, within 14 days, advise the complainant in writing of the outcomes of the investigation.
- If the Contact Officer determines that there are no grounds for the dispute, the complainant will be advised accordingly. Contact Details of the relevant State/Territory Fair Trading Authority will made available should the complainant wish to pursue the matter independently.
- If the Contact Officer believes that grounds exist, the Contact Officer will contact the complainant to discuss the issues and offer to negotiate informally with the other party or parties on behalf of the complainant in order to resolve the dispute.
- If informal attempts fail to resolve the dispute, the Contact Officer will write to all parties, inviting them to attend a formal mediation meeting, giving a minimum of 21 days' notice. Every effort will be made to encourage the parties to attend the mediation meeting. However, it is recognised that MAS has no authority to compel any party to participate.
- In the event that the dispute remains unresolved or one of the parties does not participate in the mediation process, the Contact Officer will advise the complainant that MAS Administration Services has exhausted all avenues to facilitate a negotiated outcome to their satisfaction, and they will be advised of this in writing. Contact details of the of the relevant State/Territory Fair Trading Authority will be made available should the complainant wish to pursue the matter independently.
- If the Contact Officer is made aware that the complainant wishes to pursue the matter through the courts or relevant Fair Trading Tribunal, the Contact officer will immediately notify the Department and the Operations Manager of MAS Administration Services.
- The Operations Manager and the DEEWR Representative will consult regarding any further action to be taken.
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