Common use of Complaints and Dispute Resolution Clause in Contracts

Complaints and Dispute Resolution. 15.1 If the Customer has any query or complaint regarding the performance of the Services, it may contact the Supplier and the Supplier shall endeavour to resolve the same in accordance with its complaints procedure. 15.2 In the event of any dispute concerning the performance of the Agreement, either Party may initiate a dispute resolution process by serving notice in writing on the other Party that a dispute has arisen. The notice shall include reasonable information as to the nature of the dispute. The Parties shall use all reasonable endeavours to reach a negotiated resolution through the following procedures: 15.2.1 within seven (7) days of service of the notice, an authorised representative of each of the Parties shall meet to discuss the dispute and attempt to resolve it; 15.2.2 if the dispute has not been resolved within seven (7) days of the first meeting of the authorised representatives, then the matter shall be referred to a senior manager or director of each of the Parties, who shall meet to discuss the dispute and attempt to resolve it; and 15.2.3 If the dispute remains unresolved fourteen (14) days following escalation under clause 15.2.2, either Party may refer the dispute for mediation in accordance with the London Court of International Arbitration Mediation Rules. 15.3 Either Party may issue formal legal proceedings at any time whether or not the steps referred to in this clause 15 have been completed.

Complaints and Dispute Resolution. 15.1 12.1 If the Customer has any query or complaint regarding the performance of the ServicesAgreement, it may contact the Supplier and the Supplier shall endeavour to resolve the same in accordance with its complaints procedure. 15.2 12.2 In the event of any dispute concerning the performance of the Agreement, either Party may initiate a dispute resolution process by serving notice in writing on the other Party that a dispute has arisen. The notice shall include reasonable information as to the nature of the dispute. The Parties parties shall use all reasonable endeavours to reach a negotiated resolution through the following procedures: 15.2.1 12.2.1 within seven (7) days of service of the notice, an authorised representative of each of the Parties shall meet to discuss the dispute and attempt to resolve it; 15.2.2 12.2.2 if the dispute has not been resolved within seven (7) days of the first meeting of the authorised representatives, then the matter shall be referred to a senior manager or director of each of the Parties, who shall meet to discuss the dispute and attempt to resolve it; and 15.2.3 12.2.3 If the dispute remains unresolved fourteen (14) days following escalation under clause 15.2.212.2.2, either Party may refer the dispute for mediation in accordance with the London Court of International Arbitration Mediation Rules. 15.3 12.3 Either Party may issue formal legal proceedings at any time whether or not the steps referred to in this clause 15 12 have been completed.