Felcorp Support Legal & Compliance

Policies, agreements and compliance information governing Felcorp Support services

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POLICIES

Legal Policies

The policies that govern how Felcorp Support operates, manages data and delivers services

Terms of Service

The contractual framework governing all Felcorp Support client service agreements, including engagement terms, staffing, liability and dispute resolution
Terms of Service

Terms of Use

Conditions governing your use of this website, including intellectual property, permitted use, disclaimers and limitation of liability
Terms of Use

Privacy Policy

How Felcorp Support collects, uses, discloses and protects personal data across our website, applications and client engagements
Privacy Policy

Confidentiality & Non-Disclosure

Our obligations and standards for handling confidential and sensitive client information across all service engagements
Confidentiality Policy
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AGREEMENT RESOURCES

Service Agreement Information

Detailed information on how Felcorp Support service agreements are structured, including pricing, billing, SLA options, trial services and termination procedures

View Agreement Resources
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DISPUTE RESOLUTION

Dispute Resolution Process

How to raise a grievance

If you believe there has been a breach of your service agreement, or you are dissatisfied with any aspect of the services provided, you are encouraged to raise a formal grievance.

The process below outlines the steps to initiate and resolve your concern.

Steps:

  1. Identify the specific clause or service obligation you believe has been breached or is in dispute
  2. Compile all supporting documentation, including correspondence, service records, and relevant agreement excerpts
  3. Submit a formal written grievance to the Felcorp Support team at support@felcorp.com or by calling +61 1800 930 172
  4. Felcorp will acknowledge receipt of your grievance within 2 business days
  5. An initial assessment and written response will be provided within 5 business days of acknowledgement
  6. If the matter is resolved, both parties will receive written confirmation of the outcome and any agreed actions
Internal Dispute Resolution (IDR)

If a grievance cannot be resolved through initial support channels, either party may escalate the matter to Internal Dispute Resolution.

The IDR process provides a structured, confidential framework for independent review.

The IDR process includes:

  1. Either party may formally request escalation to IDR in writing if the initial grievance response is unsatisfactory.
  2. An internal review by the Felcorp Legal counsel will review the matter within 5 business days
  3. Both parties must submit all relevant documentation and evidence within 7 business days of IDR commencement
  4. Legal counsel will conduct an assessment over a period of up to 21 business days
  5. A written determination, including reasons and any required remedial actions will be issued to both parties
  6. The IDR determination is binding unless either party elects to escalate to external resolution, independent private mediator within 15 business days

Key IDR provisions:

  • All IDR proceedings are confidential and conducted on a without-prejudice basis
  • Costs of the IDR process are borne by the initiating party unless otherwise agreed in the service agreement
  • Both parties may be represented by an advisor or advocate during proceedings‍
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Breach classification

Disputes arising from service agreements are classified based on severity. Understanding the classification helps set expectations for available remedies and resolution pathways.

Breach of Condition (Material Breach):

  • A fundamental term of the agreement has been violated
  • The breach undermines the core purpose or viability of the contractual arrangement
  • The non-breaching party may be entitled to terminate the agreement immediately
  • Full remedies including damages, termination, and recovery of costs may be available
  • Examples include failure to deliver core services, unauthorised disclosure of confidential information, or material misrepresentation

Breach of Warranty (Non-Material Breach):

  • A supplementary or ancillary term has not been met
  • The breach does not defeat the fundamental purpose of the agreement
  • The non-breaching party may claim damages but generally cannot terminate
  • Remedies are typically limited to compensation for direct losses arising from the breach

Factors considered in classification:

  • The nature and severity of the obligation breached
  • Whether the breach was wilful, negligent, or inadvertent
  • The impact on the non-breaching party's ability to receive the benefit of the agreement
Escalation and external resolution

Where internal resolution processes do not achieve a satisfactory outcome, either party retains the right to pursue external dispute resolution. This may include formal mediation or arbitration conducted by an independent, mutually agreed-upon third party.

Escalation process:

  1. Either party may initiate external dispute resolution by providing 10 business days written notice to the other party
  2. The parties will first attempt mediation conducted by an independent, mutually agreed-upon mediator
  3. If mediation does not resolve the matter within 30 days, either party may refer the dispute to binding arbitration
  4. Costs of external mediation or arbitration are shared equally unless otherwise specified in the service agreement or determined by the mediator or arbitrator
  5. Each party bears their own legal and advisory costs unless the arbitrator determines otherwise

‍Governing law and jurisdiction:

‍The governing law applicable to any dispute is the jurisdiction specifically nominated in the executed engagement letter or service agreement between the parties.

All legal remedies, including injunctive or interlocutory relief, will be sought exclusively within the courts of that nominated jurisdiction. Nothing in this dispute resolution process limits or restricts either party's right to seek urgent relief from a court of competent jurisdiction under the governing law of the engagement letter. Felcorp Support reserves the right to litigate without notice or prejudice.

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DISCLAIMER

Important Disclaimer

Felcorp Support operates exclusively as a Business Process Outsourcing (BPO) provider. The services provided by Felcorp are operational and administrative in nature, delivered under the direction and supervision of the engaging client. Felcorp does not independently exercise professional judgement on behalf of, or in substitution for, its clients.

Felcorp is not a licensed legal, financial, accounting, tax, or professional services firm, and does not hold itself out as such. Felcorp does not provide regulated advice, nor does it act in any capacity that requires professional registration, licensing, or regulatory authorisation in any jurisdiction.

All regulatory, licensing, and professional compliance obligations remain the sole responsibility of the client engaging Felcorp's services. Clients must ensure that the use of Felcorp's services is consistent with the regulatory and professional standards applicable in their jurisdiction, and must independently verify that any work product meets the requirements of relevant governing bodies.

The information provided on this page and throughout this website is general in nature and is not intended to constitute legal, financial or professional advice. While Felcorp takes reasonable steps to ensure the accuracy of the information presented, no warranty or representation is made as to its completeness, accuracy, or currency. Felcorp expressly disclaims any liability for loss or damage arising from reliance on the information contained herein. Users should obtain independent professional advice specific to their circumstances before acting on any information provided.