Complaints, Dispute Resolution and Contract Mediation
Step 1. Know your Rights
The first and most important step towards successfully resolving a problem is to know and understand what you are entitled to (under a Contract or Agreement), so you know exactly what to ask for.
The most impressive and compelling way to state your case to the other party is to show that:
- you are aware of what the other party is obligated to do for you (under the Contract or Agreement); and
- you know what you're talking about.
Knowing your rights and entitlements under a Contract or Agreement lends a great deal of authority and legitimacy to your complaint and forms a solid foundation for a successful resolution process. Remember, you may be entitled to even more protection than is offered by the other party in a written Agreement or Contract. If you are not sure of your rights consult with your legal adviser.
From the beginning of a problem:
- discipline yourself to keep a written record of events, particularly of when you informed the other party of the problem, who you spoke with and what was said; and
- keep a copy of any documents you send or receive.