INDUSTRY PROFESSIONALS GROUP PTY LTD TRADING AS CUT N CHIPPED™ (CNC) has  grievance procedures for handling complaints from our valued clients. CNC aims to address  complaints and appeals professionally and successfully. This policy is in addition to other  requirements and procedures provided by CNC. 

Definitions  

For the purposes of this document the following applies: Client/s refers to all persons in process  (has completed an application or purchase order) to attain or purchase an CNC provided product  or service. Complainant refers to Client (as defined above) who has lodged a complaint with CNC.  Respondent refers to person(s) of the other party. 

Overview  

CNC is committed to providing an effective, efficient, timely, fair, and confidential grievance  handling procedure for all clients. This policy and procedures apply for all CNC clients.  Complainant(s) are entitled to access this grievance procedure regardless of their location. Client  matters include those matters which relate to CNC procedures, policies, and conduct. 

Responsibility  

The Human Resources Manager is responsible for implementation of this policy and procedure  and ensuring that all staff are fully trained in its operation and our valued client(s) and  complainant(s) are made aware of its availability. 

Formal Grievance Procedure  

General principles applying to all stages of this grievance procedure which will be adhered to by  CNC are: 

• The Complainant and respondent will have the opportunity to present their case at each  stage of the procedure. 
• The Complainant and the respondent have the option of being accompanied/assisted by  a third person (such as a family member, friend or counsellor) if they so desire. Any extra  needs of either party are to be born at the parties own expense*. 
• The Complainant and the respondent will not be discriminated against or victimised. • At all stages of the process, discussions relating to the complaint(s), grievance(s) and  appeal will be recorded in writing. Reasons and a full explanation in writing for decisions  and actions taken as part of this procedure will be provided to the Complainant and/or  the respondent if requested. 
• Records of all grievances will be kept for a period of five years. These records will be kept  strictly confidential and stored electronically and on a backup system. 
• A Complainant shall have access to this grievance procedure at no cost* when  information is electronically emailed. 

Implementation Procedures: The following stages identify three (3) key stages by which a  complaint made to CNC may be handled. 

Stage One (1)  

Formal grievances should be submitted in writing attention to the Human Resources Manager, PO Box 4840 Springfield, QLD 4300, Australia or via email to: hr@cutnchipped.com.au The responsible officer(s) i.e. the HR Manager within CNC will then assess the grievance,  determine the outcome and advise the Complainant in writing of their decision within ten (10)

business days**. The Complainant will be advised of their right to access stage two (2) of this  procedure if they are not satisfied with the outcome of Stage One. 

Stage Two (2)  

If the Complainant is not satisfied with the outcome of Stage One (1) they may lodge an appeal in  writing with Human Resources Manager, PO Box 4840 Springfield, QLD 4300 or via email to: hr@ cutnchipped.com.au The Complainant’s appeal will be determined by the management team, a  dedicated complaints committee (the Reviewer). The Reviewer will conduct all necessary  consultations with the Complainant and other relevant persons and make a determination of the  appeal. The Complainant will be advised in writing of the outcome of their appeal, including the  reasons for the decision, within 21 business days**. The Complainant will be advised of their right  to progress to Stage Three (3) of the grievance procedure if they consider the matter unresolved. 

Stage Three (3)  

If the Complainant is not satisfied with the outcome of Stage Two (2), they may request that the  matter be referred to General Manager of CNC in writing, attention to the General Manager, PO  Box 4840 Springfield, QLD 4300. All previous information and any developments will be heard  and any recommendations will be final. There is no time limit for this response and all matters will  be prioritised. 

Publication  

This Grievance Policy and Procedure will be made available to all Clients conducting business  with CNC through publication on the website. This Academic Grievance Policy and Procedure  was agreed to and ratified by CNC on 24th May 2023. 

Disclaimer: *CNC will not be held liable for any expense incurred by the Client / Complainant for  any costs related to this Grievance Policy. Each party entering into this Grievance process does so  at their own expense. CNC will conduct this service at no expense to either party. **Business days  based on the jurisdiction of Ipswich, Qld, Australia calendar.