COMPLAINT PROCEDURE:
The Company subscribes to the open door policy. You may bring a particular complaint to your supervisor or HR department for resolution.
Step 1 - The complaint must be submitted in writing to management or HR within 3 working days of the incident. A written request for a meeting must be submitted simultaneously. Witnesses will be allowed as necessary. If the agent is not satisfied with proposed solution, they may proceed to Step 2.
Step 2 - The agent may submit a written request for review of the complaint and Step 2 solution to the Broker and must be made within 3 working days following the receipt of the Step 1 resolution. The Broker will review the complaint and proposed solution and may call a further meeting to explore the problem. This meeting is to be attended by the agent concerned, the agent's immediate supervisor, and any other witnesses whom the aggrieved agent chooses. The Broker will render the final decision within 10 working days. The decision will be given to the agent in writing and will become part of the agent's personnel file.
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