Complaints and Grievances
15.1 Hafod expects the highest standards of service for its Customers, and Suppliers that consistently fail to achieve these will be removed from the Approved Supplier List or Contract.
15.2 Hafod also operates a policy of standard control that allows for Customer feedback on quality. Some Customers undergo Satisfaction Surveys in relation to completed repair work. Negative feedback from Customers is always investigated. While investigating any complaint, Suppliers will have the opportunity to express any grievance in relation to a complaint, or in respect of any invoice on which Hafod is withholding payment. In this event, the Project Surveyor, as appropriate, will agree to an appointment with a Supplier in order for any grievance to be addressed.
15.3 Any complaint or grievance arising from a dispute in any form, between Customer and Supplier must be referred immediately to the Project Surveyor.