I. POLICY

Express Firm.com acknowledge that there are times when the general public need to express concerns and work-related problems in a formal manner. We genuinely recognize the importance of providing prompt and considerate review of such issues. Therefore, we are providing this Public Grievance Policy to establish the process whereby any person may present to Express Firm.com his/her concerns and other work-related problems. Rest assured that no retaliatory action will result from following these grievance procedures.

Although this is a multi-level grievance policy, it is desired that the grievance be resolved at Level
1. Please be sure to follow the grievance policy process and complete all forms in great detail.

II. APPLICATION

This Policy shall apply to grievances made by the general public against Express Firm.com and its employees alleging unlawful discrimination within Express Firm.com, unlawful harassment and unfair treatment, problems or conditions that may interfere with or affect Express Firm.com’s service to the general public.

III. PROCEDURE

A. Step One

Any person with a grievance (“the grievant”) may specify in writing using our Public Grievance Form that he/she is initiating a formal grievance. 

B. Step Two

Within ten (10) business days after initiating the grievance, the grievant will be contacted by an authorized agent of Express Firm.com to collect further information regarding the grievance and make the communication part of the official grievance record to aid in resolving the matter. 

C. Step Three

Within 10 to 50 business days of filing the grievance, our public care or security division (depending on the nature of the grievance), will investigate the grievance and/or may contact the grievant to collect further information. This agent is also authorized to attempt to resolve this grievance informally at this level. If the matter is resolved, the record of the grievance and the resolution will remain part of the permanent record of the grievance.

  D. Step Four

A member of management will make a decision and inform the grievant, by email, within 60 business days. The decision shall attempt to resolve the grievance by fixing the matter, compensation or reimbursement, or possibly dismissing the grievance if it does not contain merit.

E. Step Five

If the grievance is not resolved to your satisfaction, the grievant may file a Level II Grievance Form by the completing the Public Grievance Form Level II. The grievant shall provide any additional information in writing regarding the nature of the grievance. 

Please note:  Upon proceeding to Step five and Level II, recall that Express Firm.com will already have on file your original version of events.  We would strongly recommend that you just provide a rebuttal to the decision rendered by our management team at the conclusion of Step four.

F. Step Six

Within ten (10) business days after filing the Level II grievance process, the grievant will be contacted by a supervising agent of Express Firm.com authorized to collect further information regarding the grievance and make the communication part of the official record of the grievance to aid in resolving the matter. 

G. Step Seven

Within 10 to 50 business days of filing the Level II grievance, an executive public care agent or supervising security agent (depending on the nature of the grievance), will investigate the grievance and/or may contact the grievant to collect further information. This agent is also authorized to attempt to resolve this grievance informally at this level. If the matter is resolved, the record of the grievance and the resolution will remain part of the permanent record of the grievance.

H. Step Eight

A member of our executive management team will make a decision and inform the grievant, by email, within 60 business days. The decision shall attempt to resolve the grievance by fixing the matter, compensation or reimbursement, or possibly dismissing the grievance if it does not contain merit.

Executive management may, at his/her discretion, resolve the grievance or forward the matter to an appointed Grievance Committee.

The grievant may request, in writing, a meeting with Executive Management. The written request, signed and dated by the grievant, must include the following:

(1) a statement concerning the basis of the grievance;
(2) a statement detailing the attempts to resolve the grievance and the results; and
(3) a statement indicating the remedy or corrective action sought.

In the event that the grievant disagrees with the Grievance Committee decision and the matter cannot be otherwise resolved, Express Firm.com shall refer the matter to the American Arbitration Association for resolution.

Please note:  The appointed Grievance Committee hearing shall be conducted in accordance with Express Firm.com’s Grievance Committee Hearing Procedures. The individual shall be notified, by email, of the Committee’s decision or recommendation within sixty (60) business days after the hearing. The Grievance Committee decision shall be final. 

Express Firm.com’s Arbitration Policy:

The parties agree that they will use their best efforts to amicably resolve any dispute arising out of or relating to this Agreement.  Any controversy, claim or dispute that cannot be so resolved shall be settled by final binding arbitration in accordance with the rules of the American Arbitration Association and judgment upon the award rendered by the arbitrator or arbitrators may be entered in any court having jurisdiction thereof.  Any such arbitration shall be conducted in the state of Delaware, or such other place as may be mutually agreed upon by the parties.  Within fifteen (15) days after the commencement of the arbitration, each party shall select one person to act as arbitrator, and the two arbitrators so selected shall select a third arbitrator within ten (10) days of their appointment.  Each party shall bear its own costs and expenses and an equal share of the arbitrator's expenses and administrative fees of arbitration.