Complaints and Dispute Resolution Process for MCS Pohnpei

1. Purpose

The purpose of this Complaints and Dispute Resolution Process is to provide a clear, fair, and structured way for individuals and entities to raise concerns, resolve disputes, and address complaints related to the services, products, or operations of MCS Pohnpei. This process aims to ensure that all complaints are handled promptly, fairly, and professionally, promoting transparency and accountability within the organization.

2. Scope

This process applies to all customers, clients, employees, contractors, or any stakeholder who has a complaint or dispute with MCS Pohnpei. It covers grievances related to:

• Service delivery or quality

• Business practices

• Staff conduct or performance

• Billing or financial disputes

• Any other issues that fall within MCS Pohnpei's scope of operations

3. Steps for Raising a Complaint

Step 1: Informal Resolution

Before submitting a formal complaint, it is encouraged that the complainant first seek an informal resolution by contacting the relevant department, manager, or staff member involved in the issue. Often, concerns can be addressed and resolved at this stage.

Step 2: Submitting a Formal Complaint

If the issue cannot be resolved informally, the complainant should submit a formal complaint in writing. The complaint should include the following details:

• Full Name of the complainant (or organization)

• Contact Information (phone number, email, address)

• Date of the incident or issue

• Description of the issue or dispute

• Supporting Documents (if applicable)

• Desired Resolution (optional)

Complaints can be submitted via the following methods:

• Email: complaints@mcspohnpei.com

• Postal Mail: MCS Pohnpei, P.O. Box K Pohnpei, FM 96941

• In-Person: At the MCS Pohnpei customer service counter

Step 3: Acknowledgement of Receipt

Once the complaint is received, MCS Pohnpei will acknowledge receipt within 5 business days via email, phone, or mail, informing the complainant that the complaint is being reviewed and the next steps.

4. Investigation and Resolution

Step 4: Investigation

Upon receiving a formal complaint, MCS Pohnpei will initiate an internal investigation. This process includes:

• Reviewing the complaint and relevant documents

• Interviewing staff, contractors, or other individuals involved

• Examining any available records or data related to the dispute

The investigation will aim to identify the cause of the complaint and the appropriate course of action to resolve the issue.

Step 5: Response and Resolution

MCS Pohnpei will provide a written response to the complainant within 10 business days of receiving the complaint. This response will include:

• A summary of the investigation findings

• Any actions taken to address the complaint or dispute

• The proposed resolution or outcome

In the event the complaint is upheld, MCS Pohnpei will outline corrective actions and any steps taken to prevent recurrence. If the complaint is not upheld, the complainant will be provided with an explanation and rationale for the decision.

5. Dispute Resolution Process

If the complainant is dissatisfied with the outcome of the investigation, they may request a formal dispute resolution process. This process involves a neutral third party, such as a mediator or arbitrator, to facilitate the resolution of the dispute.

Step 6: Request for Mediation or Arbitration

The complainant may formally request mediation or arbitration by submitting a written request within 5 business days of receiving the resolution response. This request should include:

• The reason for dissatisfaction

• Any new evidence or information not previously considered

• A suggested approach to resolving the dispute

MCS Pohnpei will then work with the complainant to select a neutral third party to facilitate the dispute resolution process. Costs associated with mediation or arbitration will be shared equally between the parties unless otherwise agreed.

Step 7: Mediation/Arbitration Process

• Mediation: A trained mediator will assist the parties in negotiating a mutually agreeable resolution. Mediation is non-binding unless both parties agree to a binding settlement.

• Arbitration: An independent arbitrator will review the dispute and issue a binding decision. The arbitration process is more formal and may involve legal representation.

MCS Pohnpei will comply with the binding decisions from mediation or arbitration, and will take necessary steps to implement the agreed-upon resolution.

6. Escalation to Legal Authorities

If the dispute cannot be resolved through the internal complaint process or mediation/arbitration, either party may seek resolution through the appropriate legal channels. MCS Pohnpei is committed to complying with all applicable laws and regulations, and will cooperate with any legal proceedings as necessary.

7. Confidentiality

MCS Pohnpei will ensure that all complaints and disputes are handled confidentially, with personal and sensitive information protected. Only those directly involved in resolving the issue will have access to the complaint details.

8. Monitoring and Reporting

To ensure continuous improvement, MCS Pohnpei will monitor the effectiveness of the complaints and dispute resolution process. An annual report will be compiled and made available to stakeholders summarizing the number and types of complaints received, resolutions achieved, and any improvements made to prevent similar issues in the future.

9. Contact Information

For any questions about this complaints and dispute resolution process, or to speak with a customer service representative, please contact us at:

• Email: complaints@mcspohnpei.com

• Phone: +691 320-4778

• Address: MCS Pohnpei, P.O. Box K Pohnpei, FM 96941

This process is designed to ensure fairness, transparency, and accountability in addressing complaints and resolving disputes at MCS Pohnpei. We value all feedback and are committed to continuous improvement in our services.