FAQ
What is HealthPRO Canada's dispute resolution procedure?
1. The Supplier shall communicate its concerns or complaints in writing to the Designated Contact with a view to resolving them. All communications must be received in accordance with the timelines set out in the RFx. The Designated Contact shall acknowledge receipt of the complaint in writing within five (5) business days and provide a response within ten (10) business days.
2. Where the Supplier is not satisfied with the response under paragraph 1, it may, within five (5) business days of receiving the response, make a written request to the responsible Vice President to seek resolution of the complaint.
3. The responsible Vice President shall, within 20 business days of receiving the request by the Supplier under paragraph 2, provide the Supplier with a written decision, including reasons for the decision.
4. Where the Supplier is not satisfied with the decision under paragraph 3, it may, within five (5) business days of receiving the decision, make a written request to the responsible Vice President for a review by the President and CEO.
5. The responsible Vice President shall, within 20 business days of receiving the request by the Supplier under paragraph 4, provide the Supplier with a written decision arising from the review, including reasons for the decision.
6. The reviewing authority (Vice President and/or President and CEO) may:
(a) delay awarding a proposed contract pending the resolution of the complaint;
(b) direct the Designated Contact to re-evaluate offers or terminate or re-compete the contract in question;
(c) take any other action as deemed appropriate.