CONSTITUTION, ROLES AND RESPONSIBILITIES
The Mediation Committee will have one representative from each of the Focused Retail Committee / Technical Committee / Certification Committee in addition to other eminent members drawn up from various sectors of the retail industry. The Committee shall formulate its own processes and procedures.
The purpose of Mediation Committee is to resolve any differences between any two parties related to Trusted Scheme Certification. The committee may receive an appeal or complaint from the aggrieved party (e.g. Retail organization, CB, TRUSTED MARK Secretariat and consumer). The Mediation Committee aims to –
- To act as a Mediator as and when required, resolving any disputes / issues of disagreement / redressal that may arise between the aggrieved parties.
- To ensure that aggrieved parties are given a fair and unbiased hearing before any final decision is taken by the Mediation Committee.
- To ensure that a fair and just decision is taken in resolving the matter keeping in mind best and fair practices in the interests of the retailing community.
- To review any specific trend based on complaints received and recommend necessary changes in the Scheme process to the Technical Committee.
The Committee comes into operation once any complaint / appeal is received by the Committee Chairperson. This may be through the TRUSTED MARK Secretariat or direct. The committee may decide to meet to discuss the issue or may appoint any member to investigate the complaint. The Committee shall follow the defined Trust 210 procedure. Committee may decide to change the procedure or amend the procedure for any specific case.
The Committee decision shall be final and binding on the aggrieved parties involved. The IRF secretariat shall maintain all the records for future reference.