1. Purpose
This procedure outlines the steps for resolving complaints or grievances related to the Lendology Mentor Program. Lendology is committed to handling all complaints fairly, transparently, and in a timely manner.
2. Scope
This procedure applies to both the Mentor (Lendology) and the Mentee. It covers complaints relating to any aspect of the mentorship program, including but not limited to session delivery, program content, fees, conduct, and communication.
Resolution Process
3. Step 1: Informal Resolution
The party raising the complaint should raise the issue directly with the other party. This may be done in person, by phone, via Zoom, or in writing.
Both parties should attempt to resolve the issue through open and respectful discussion. The aim of informal resolution is to address the concern promptly and collaboratively.
Either party may have a support person present during informal discussions.
4. Step 2: Written Complaint
If informal resolution is unsuccessful, either party may submit a written complaint.
- Complaints from the Mentee: Submit to jason@lendology.com.au
- Complaints from the Mentor: Submit to the Mentee's email address on file
The written complaint should include:
- A clear description of the issue
- Relevant dates and details
- Steps already taken to resolve the issue
- The desired outcome
A written response will be provided within 10 business days of receipt of the complaint.
5. Step 3: Internal Review
If the complaint is not resolved at Step 2, either party may request an internal review. The review will be conducted by the Director of Given Finance Pty Ltd.
The internal review will:
- Consider all information provided by both parties
- Be conducted within 20 business days of the request
- Result in a written outcome provided to both parties
6. Step 4: External Resolution
If the matter remains unresolved after the internal review, either party may pursue external resolution through any of the following channels:
- Mediation: Seek mediation through the Resolution Institute (www.resolution.institute)
- Consumer protection: Contact Consumer and Business Services (South Australia)
- Legal remedies: Pursue legal remedies in accordance with the governing law (South Australia)
7. Confidentiality
All complaints are treated confidentially. Information relating to a complaint is only shared with parties directly involved in the resolution process. Both parties agree to maintain confidentiality regarding the substance of any complaint and its resolution.
8. No Retaliation
Neither party will be subjected to retaliation, disadvantage, or adverse treatment for raising a complaint in good faith. This protection applies regardless of the outcome of the complaint.
9. Records
All complaints and their outcomes are documented and stored securely for a minimum of 7 years in accordance with record-keeping obligations. Records include the nature of the complaint, the steps taken to resolve it, and the outcome.
10. Review
This Grievance (Complaints) Procedure is reviewed annually to ensure it remains current, fair, and effective. The most recent review date is noted in the document footer.