dispute resolution procedures - the beer store · · 2017-09-19title: microsoft word - tbs...

DISPUTE RESOLUTION PROCEDURES At the Beer Store, we pride ourselves on delivering excellent service to all our customers. However, we realize that, given the thousands of transactions we do every day, questions, concerns or issues may arise and, if they do, we want to resolve them quickly and efficiently. Should you experience an issue, please follow the steps below. Retail Customers If you experience an issue in one of our stores, please ask to speak to the Manager, who can resolve most issues on the spot. If your issue is not resolved or if you wish to contact The Beer Store directly with a complaint, please contact our Customer Contact Centre at 1-888-948-2337 or [email protected]. If the agent at the Contact Centre cannot resolve your issue, they will refer the matter to the appropriate District Manager. Either the Store Manager or District Manager will contact you to try to resolve the matter. If necessary, they may involve their General Manager or Vice-President. If you are not satisfied with the resolution they provide, your concern will be escalated to the President of the Beer Store, who will personally review your matter. If you are still not satisfied, you can refer your matter in writing to the Beer Ombudsman at [email protected]. The Beer Ombudsman’s Mandate allows him to investigate complaints connected to operational issues and he will respond to you in writing to let you know if he is able to investigate your concern and possible next steps. Licensees If you experience an issue with anything to do with your Beer Store delivery, please contact our Customer Contact Centre at 1-888-948-2337 or [email protected]. If the agent is unable to resolve your issue, they will refer the matter to the appropriate Warehouse Supervisor. If they are unable to resolve your issue, they will refer it to the Logistics General Manager or VP. If you are not satisfied with the resolution they provide, your concern will be escalated to the President of the Beer Store, who will personally review your matter. If you are still not satisfied, you can refer your matter in writing to the Beer Ombudsman at [email protected]. The Beer Ombudsman’s Mandate allows him to investigate

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DISPUTERESOLUTIONPROCEDURES

AttheBeerStore,weprideourselvesondeliveringexcellentservicetoallourcustomers.However,werealizethat,giventhethousandsoftransactionswedoeveryday,questions,concernsorissuesmayariseand,iftheydo,wewanttoresolvethemquicklyandefficiently.

Shouldyouexperienceanissue,pleasefollowthestepsbelow.

RetailCustomers

Ifyouexperienceanissueinoneofourstores,pleaseasktospeaktotheManager,whocanresolvemostissuesonthespot.IfyourissueisnotresolvedorifyouwishtocontactTheBeerStoredirectlywithacomplaint,pleasecontactourCustomerContactCentreat1-888-948-2337orcustomerservice@thebeerstore.ca.IftheagentattheContactCentrecannotresolveyourissue,theywillreferthemattertotheappropriateDistrictManager.EithertheStoreManagerorDistrictManagerwillcontactyoutotrytoresolvethematter.Ifnecessary,theymayinvolvetheirGeneralManagerorVice-President.

Ifyouarenotsatisfiedwiththeresolutiontheyprovide,yourconcernwillbeescalatedtothePresidentoftheBeerStore,whowillpersonallyreviewyourmatter.

Ifyouarestillnotsatisfied,youcanreferyourmatterinwritingtotheBeerOmbudsmanatombudsman@thebeerstore.ca.TheBeerOmbudsman’sMandateallowshimtoinvestigatecomplaintsconnectedtooperationalissuesandhewillrespondtoyouinwritingtoletyouknowifheisabletoinvestigateyourconcernandpossiblenextsteps.

Licensees

IfyouexperienceanissuewithanythingtodowithyourBeerStoredelivery,pleasecontactourCustomerContactCentreat1-888-948-2337orcustomerservice@thebeerstore.ca.Iftheagentisunabletoresolveyourissue,theywillreferthemattertotheappropriateWarehouseSupervisor.Iftheyareunabletoresolveyourissue,theywillreferittotheLogisticsGeneralManagerorVP.

Ifyouarenotsatisfiedwiththeresolutiontheyprovide,yourconcernwillbeescalatedtothePresidentoftheBeerStore,whowillpersonallyreviewyourmatter.

Ifyouarestillnotsatisfied,youcanreferyourmatterinwritingtotheBeerOmbudsmanatombudsman@thebeerstore.ca.TheBeerOmbudsman’sMandateallowshimtoinvestigate

http://www.thebeerstore.ca/sites/default/files/Corporate%20Policies/Governance/2016%20Mandates/Mandate%20of%20the%20Beer%20Ombudsperson%20-%202017.pdf

Page 2: DISPUTE RESOLUTION PROCEDURES - The Beer Store · · 2017-09-19Title: Microsoft Word - TBS Dispute Resolution Procedures including Ombudsperson.docx Created Date: 20170421200416Z

complaintsconnectedtooperationalissuesandhewillrespondtoyouinwritingtoletyouknowifheisabletoinvestigateyourconcernandpossiblenextsteps.

Brewers

IfyouhavefeedbackoraquestionorconcernaboutyourproductattheBeerStore,pleasecontactourCustomerContactCentreat1-888-948-2337orcustomerservice@thebeerstore.ca.Dependingonthenatureofyourfeedback,questionorconcern,youwillbedirectedtotheappropriateareaoftheBeerStorewheretheywillattempttoaddressthematter.Ifnecessary,theywillinvolvetheirGeneralManagerorVP.

Ifyouarenotsatisfiedwiththeresolutiontheyprovide,yourconcernwillbeescalatedtothePresidentoftheBeerStore,whowillpersonallyreviewyourmatter.

Ifyouarenotstillsatisfied,youcanreferyourcomplaintinwritingtotheBeerOmbudsmanatombudsman@thebeerstore.ca.TheBeerOmbudsman’sMandateallowshimtoinvestigatecomplaintsconnectedtooperationalissuesandhewillrespondtoyouinwritingtoletyouknowifheisabletoinvestigateyourconcernandpossiblenextsteps.

Shareholders

IfyouareaShareholderofBrewers’RetailInc.(operatingastheBeerStore)andhaveaquestionorconcernabouttherights,dutiesorobligationsofanyofthepartiestothecompany’sshareholders’agreementdatedJanuary1,2016,pleasecontactthePresidentoftheBeerStoreatTed.Moroz@thebeerstore.ca,orourVicePresident,[email protected].

Ifyouarenotsatisfiedthatyourquestionsorconcernshavebeenadequatelyaddressed,youmaywishtofileaNoticeofDisputewiththerelevantpartiesandtheBeerOmbudsmanpursuanttotheproceduresetoutintheShareholders’Agreement,whichincludesaperiodofgoodfaithnegotiationbetweenthepartiesinvolved,followedbymediationfacilitatedbytheBeerOmbudsmanandpossiblyarbitrationifthedisputeisnotresolved.

http://www.thebeerstore.ca/sites/default/files/Corporate%20Policies/Governance/2016%20Mandates/Mandate%20of%20the%20Beer%20Ombudsperson%20-%202017.pdf

http://www.thebeerstore.ca/sites/default/files/Corporate%20Policies/Governance/2016%20Mandates/Unanimous%20Shareholders%20Agreement%20of%20TBS%282%29.pdf

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