Dispute Resolution

Dispute Resolution

Should a dispute arise in your relationship with our company, for whatever reason or with any nature of our business processes, products, services or staff, we likely have had a breakdown in communication which we are keen to clear up.

In the first instance we encourage you to make contact with our Managing Director to discuss the circumstances that have arisen; with the expectation being the issue be resolved immediately to mutual satisfaction.

Resolving a formal dispute can take considerable time, effort and money that would be better spent in service to you and our clients. It is preferable to resolve the dispute as cost effectively and with as little damage to our relationship as possible.

There are several ways to resolve disputes, our preferred resolution process, is to understand the conflict through direct discussion, common sense and informal negotiation. However, some significant or complex disputes may need to be resolved using a more formal process which has been detailed below.

Customer complaints

We thrive on customer and client feedback, whether that be the good, bad or of neither type. Feedback is a vital part of our commitment to continual improvement.

Formal complaints however are handled in a more formal process, as is our response to them. The following steps detail our approach to handling formal complaints.

  1. Formal complains should be made in writing and addressed to the Managing Director at our PO Box or email to , alternatively our online feedback form can be used at this address: feedback.relianceit.com.au.

  2. Complaints are reviewed and considered by the Managing Director as received.
        a. An internal review is undertaken by the Managing Director in relation to the complain received.

  3. A formal written response is issued, inclusive of any reparations, a full report and explanation of the circumstances and the internal review that occurred, along with any corrective actions now adopted internally to avoid any future occurrences.

  4. The Managing Director may follow this written response with an informal contact to confirm the above and that the issue of concern has been rectified to the client's satisfaction.

Debt Owed

Our company aims to chase overdue invoices immediately upon falling overdue. All debt recovery endeavours are measured and respectful in approach and select the most appropriate method to recover outstanding debts owing to us while maintaining our relationship with our client.

The following steps detail our approach to debt recovery

  1. Statements are issued and followed up with personal communication and consultation with client to arrange repayment terms, or resolve any queries. We would always confirm any verbal agreements or negotiated undertakings in writing.

  2. A written request to settle debts i.e. a letter of demand, is issued if a client fails to settle debts with us within the negotiated and agreed terms that result from the above contact.

  3. If necessary and the above has been unsuccessful in settling the matter, we engage our debt collection agency to pursue recovery on our behalf

  4. Failure to comply with our agency’s requested terms or conditions would results in them executing on their delegated authority to commence legal action

Contractual Obligations

Commercial contracts and service agreements are the basis of our business. We enter into a variety of contracts on a daily bases with a variety of clients across a diversified range of industries, some for supply of third party products and services, others for supply of completely independent products and services. Service Level Agreements, purchase orders, supply contracts, quotation approvals are considered formal undertakings on both parties to execute on their respective inclusions. Where obligations of supply and payment are made, these are expected to be honoured. We aim to have a written authority for all contractual undertakings. This may include both hard copy and soft copy receipt of documents, and electronic mail. 

Disputes arise when parties to a contract don't do what they have agreed. It is preferable to resolve disputes without court action wherever possible and to have concerns discussed and resolved immediately with the Managing Director.

Clients are expected to have read any contract as entered into and other associated documents to clarify the inclusions, rights and obligations of each party about the agreement being entered into. In almost all cases, a formal contract document will set out what both parties have agreed and the action required will often be detailed therein, other agreements detail engagement arrangements under which supply is offered and services will incur fees.

There are four options available to resolve any contract disputes that might arise, these are detailed below:

  1. Informal negotiation: The cheapest and easiest thing to do is attempt to resolve the dispute through discussion. We would encourage you to contact our Managing Director to discuss your circumstance. Resolving the problem through informal negotiations is our preferred option with the expectation that the dispute be rectified immediately to the satisfaction of both parties. We would hope to successfully negotiate a resolution that is satisfactory to both parties without the need for formal mediation. We would always confirm any verbal agreements or negotiated undertakings in writing.

  2. Mediation: mediation is another option to resolve a potential dispute if informal negotiation fails. Reaching an agreement that is mutually acceptable is favourable often cheaper and quicker than using the courts. We would encourage your nomination of suitably qualified and independent mediator to assist in negotiating an outcome which meets the interests of both parties. Mediation is not a binding legal process but the agreement can be enforced if necessary. We would always confirm any verbal agreements or negotiated undertakings in writing, and reserve the right to request an alternative mediator.

  3. Arbitration: arbitration being a more involved process similar to court proceedings but much less formal. An arbitrator suitably qualified and independent of both parties can be sourced and delegated the authority to decide the dispute between the parties, from which a decision can be legally enforced. We would reserve the right to request an alternative Arbitrator.

  4. The Courts: you may find it necessary to take the dispute further if other forms of resolution have not been successful or resulted in an outcome that is considered satisfactory.

Before we would consider and seek a resolution via mediate, arbitration or the courts, we carefully consider whether the issue is worth the damage it may cause to the relationship with have with our client. Furthermore, these options can be expensive and time consuming. However, should our clients believe we have in any way breached our obligations and the dispute cannot otherwise be resolved to mutual satisfaction we would of course comply with the findings of any of the above processes should ever the need arise to undertake them.

 As always, we'd very much like to encourage you to contact us with anything we can be of assistance with.