Agreements That Build Trust
Every successful BPO process outsourcing engagement begins with a clear, well-defined agreement.
At Felcorp, our agreements do more than set commercial terms. They establish the compliance, accountability and service standards that protect both our clients and their end customers. Our agreements are aligned to the financial services environment governed by AFSL obligations, ASIC requirements and APES 320.
For full terms of service, please see our Terms and Conditions.
Key Agreement Details
- Minimum Term - A minimum contract term of 3 months applies to first year inception of the agreement.
- Notice Period - The notice period is 30 days after the minimum term of 3 months has elapsed since contract inception. We do not lock you in to contracts.
- Annual Agreements - our agreements are structured annually, commencing on the 1st of the calendar month. Each year requires a contract review.
- Termination - You can terminate the agreement at any time as long as the minimum term and notice period conditions are adhered to.
- Limited trial - We offer a trial process prior to formal engagement, typically involving a small number of standard jobs; different types of trials may be offered subject to staff availability, timing and other operational conditions.
- Price Increases - Pricing is increased annually in our contract review meeting. Increases will be in line with our publicised staff pricing and the tier in which your staff member falls in.
- Staff Changes - If there are staff changes or additions, the existing agreement will continue. If there is change in experience levels and therefore a pricing change, a confirmation note will be added to the agreement and the existing agreement terms will be observed until the end of annual contract period.
- Behaviour and conduct - We enforce minimum behaviour and professional conduct standards of our clients to ensure the wellbeing and productivity of our workforce as well as responsible management of Felcorp Support.
- Intenal Dispute Resolution (IDR) - Felcorp maintains an internal dispute resolution process to address any concerns or issues arising during the service engagement. Felcorp will review and respond within 14 days with the goal of resolving the matter collaboratively and in good faith.
