FBP and Associates COMPLAINTS MANAGEMENT POLICY

Complaints regarding the provision of our services, products, professional, personal conduct or behaviour, if not resolved between the parties with dialogue and reasonable consideration: -

are to be raised in writing in the first instance with the relevant Associate, and / or a Principal of FBP and Associates an objective, independent Associate (of the aggrieved complainant's choosing) may be incorporated in the complaint management procedure to advocate their view all parties will bring their best effort and considerations to bear on finding a reasonable and viable resolution to the matter/s of complaint should those efforts be unsuccessful, and the matter/s of complaint are not contractually bound, either party may seek the support and involvement of either: -     i. an independent professional conciliator / arbiter at their own cost, or     ii. the Dispute Resolution Centre of the Queensland Department of Justice &         Attorney-General mediators, or should those efforts be unsuccessful, and the matters of complaint are contractually bound then: -     i. either party may engage such legal officer/s as provided in the contractual documents        and in the terms provided, or     ii. if not so provided as at e i) above, the complainant party may engage such legal        officer/s, at their own cost, as they consider necessary or appropriate, and     iii. each party shall, with the assistance of such legal officer/s, seek to achieve a        conciliated resolution in mutually agreeable terms, and     iv. only if all endeavour should be unsuccessful in a reasonable time, all parties have         reserved rights with respect to engaging legal proceedings on a matter or matters         breaching, or perceiving to breach, a contractual obligation of a party within a joint         venture.