Dispute Resolution

This document outlines ReddiFund’s process for resolving disputes related to claims (i.e. redundancy payments) and invoicing for products or services delivered and sold.  This process is applicable to disputes involving employer members, employee members and suppliers.  ReddiFund is committed to be open, fair and honest in dealings with all members and suppliers.  

Policy Statement

ReddiFund is committed to resolving disputes promptly and fairly, with a view to minimising financial and relational impacts on members. This process is designed to foster trust and support our mission to be a leading worker entitlement fund in the construction industry.

All disputes will be managed with empathy, transparency, and adherence to applicable regulatory standards.

Dispute Resolution Process

Level 1: Informal Resolution (Within 5 business Days)

Action: The complainant (member or supplier) should first attempt to resolve the dispute directly with the relevant party (e.g. member contacts ReddiFund’s operations team).

• Claims Example: An employee member disputes any aspect of a redundancy payment amount via the ReddiFund Employees Portal.
• Invoicing Example: An employer member disputes an invoice via the ReddiFund Employers’ Portal.

How to Initiate: Contact ReddiFund via email ([email protected]), phone number (08 94810259) or the ReddiFund Portal specifying the issue (e.g. incorrect payment, invoice discrepancy).

Process: ReddiFund’s team will review the issue, verify details (e.g. claim data, contract terms) and propose a resolution within 5 business days.

Outcome: If resolved, the agreed action is documented. If unresolved, proceed to Level 2.

Level 2: Formal Internal Review

Action: Submit a formal complaint in writing to ReddiFund’s Chief Executive Officer (CEO) via [email protected] or the ReddiFund Portal.

Please include:

• Details of the dispute (e.g. claim ID, invoice number, date).
• Supporting documents (e.g. ReddiFund Portal screenshot).
• Desired outcome (e.g. payment correction, invoice revision).

Process:

• The CEO, will acknowledge receipt within 2 business days.
• The CEO investigates, reviewing any relevant records (e.g. ReddiLink data, supplier agreements) and consulting relevant parties (e.g. member, employer, supplier). This will be completed within 14 days of receipt of the complaint for determination by CEO.
• If the dispute remains unresolved the CEO will refer the matter to the Board of ReddiFund for further consideration.
• The Board will review the decision, and a written determination will be provided to the member within 60 days, outlining findings and proposed resolution.

Outcome: If accepted, the resolution is implemented. If unresolved, proceed to Level 3.

Level 3: Mediation

Action: If the formal review does not resolve the dispute, the complainant may request mediation via an independent mediator approved by ReddiFund.

Process:

• ReddiFund arranges mediation within 10 days from the request for mediation, involving the complainant, the mediator and any other relevant parties.
• Mediation is confidential, voluntary, and focuses on mutual agreement, aligning with ReddiFund’s empathy and fairness values.

Outcome: If successful, a binding agreement is documented. If unresolved, proceed to Level 4.

Level 4: Review Mechanism

Action: If mediation fails, the complainant may escalate the dispute to relevant external regulators as follows:

• Claims Disputes (e.g. redundancy payments): Refer to the Australian Financial Complaints Authority (AFCA) for financial service disputes.
• Invoicing Disputes (e.g. employer issues): Refer to the Australian Competition and Consumer Commission (ACCC) for potential CCA breaches (e.g. anti-competitive conduct,) or seek legal advice.

Outcome: ReddiFund will comply with any decision by an external regulator, per our diligence and compliance values.

Record Keeping

All disputes are logged in ReddiFund’s incident management system, including:

• Details of the dispute (e.g. claim/invoice details).
• People involved (e.g. member, employer representative).
• Investigation findings and actions taken.
• Related incidents (e.g. prior disputes,).  Records are retained for 7 years as per regulatory requirements and reviewed to improve processes.

Please send feedback to: [email protected]