| In order to ensure the quality of our Service Providers, Consult have implemented a demerit point system that we call Consult Integrity System. Under the Integrity System, Consult will investigate any complaints received from our customers about a particular service rendered. Upon conclusion of the investigation, we will assign a demerit point to the Service Provider, based on the severity of the issue. Reaching a certain demerit threshold will trigger our team to enroll the Service Provider in our Performance Improvement Program. The main goal of this program is to help the Service Provider to address and improve on the identified areas based on the feedback received. This Performance Improvement Program will be conducted in two stages – phone conversation and a face-to-face meetup. During this conversation, we will try to understand any issues faced and outline some action course that will hopefully improve your service. Continually accumulating demerit points after the two Performance Improvement Programs will cause us to permanently suspend your Vendor Account. Demerit points will reset every 90 days/3 months. However, Vendors who were suspended within that period will remain suspended. |
