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Steps to Take
First Steps
You are required first to contact the other person and try to resolve the problem through the procedures they have put in place. Everyone in the industry is required to have internal procedures to resolve problems. The PGIO will guide you how to raise the problem with the other person if needed.If the problem cannot be resolved through those procedures then the PGIO will appoint an Ombudsman’s Representative to meet with you and the other person to assist you to reach agreement. Sometimes it might be necessary for there to be a telephone conference where everyone is too far away from each other to meet.
The Ombudsman’s Representative is not like a judge who can force anyone to accept a decision but is a mediator who helps everyone to reach their own solution. Everyone is free to solve the problem as they wish. Very imaginative solutions can be reached that way.