Complaint management

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Complaint management

  1. 1. Akwa Hermann MCVPX Interns & Exchange Complaint Management
  2. 2. Understanding the exchange programme Policy(XPP) and Complaint management
  3. 3. *AIESEC is Our Company *Exchange is Our Product *TNs,Eps,Interns are Our costumers,lets make thier complains our priority
  4. 4. <ul><li>X P P </li></ul><ul><li>The exchange program policies is a document </li></ul><ul><li>That shows the directions to be followed in the course of our exchange transactions </li></ul><ul><li>Structure: </li></ul>New Structure EP Document TN Organization Document Sending Entity Document Hosting Entity Document MC/ AI Document International Control Board Document
  5. 5. <ul><li>Match Break Policy </li></ul><ul><li>An intern can break a match Under the following conditions; </li></ul><ul><li>a)Intern Job is Completely different from the TN form </li></ul><ul><li>b)Racial Discrimination </li></ul><ul><li>c)Sexually Harassed </li></ul><ul><li>d)The organisation does’nt provide any benefit as per the TN form </li></ul><ul><li>e)When an organisation does'nt pay the intern for 2 months </li></ul><ul><li>f)Immigration laws in host country forbids the intern </li></ul>
  6. 6. <ul><li>Sanctions </li></ul><ul><li>*Incase of (a) the host LC should provide a new internship within 20% of the internship duration but not more than 1 month. </li></ul><ul><li>-The host LC has the right to make 3 propositions to the intern that is similar to the interns profile </li></ul><ul><li>*Incase of (d) The intern has the right of his living expenses </li></ul><ul><li>-the intern has to be paid the minimum AIESEC Salary in the host country. </li></ul><ul><li>*Incase of (e) the intern Will claim accrued Salary for 2 months </li></ul><ul><li>*Incase of (f) the intern has the right to claim full travel expenses from host country and other expenses </li></ul>
  7. 7. <ul><li>Complaint Resolution procedures </li></ul><ul><li>Internal level </li></ul><ul><li>1)Inform LC and TN organisation to solve it privately </li></ul><ul><li>Local Level </li></ul><ul><li>2)If step 1 fails the intern will send the information to the sending LC and the sending LC sends a mail to the host LC </li></ul><ul><li>National Level </li></ul><ul><li>3)If step 2 fails,the sending LC should inform the MCs </li></ul><ul><li>4)If the parties involve do not solve the problem in 2 weeks then the case is brought to the ICB </li></ul>
  8. 8. <ul><li>Tips </li></ul><ul><li>- All your transactions with interns should be written </li></ul><ul><li>Fire a complaint immediately you find an intern is breaking the policies </li></ul><ul><li>Master your XPP </li></ul><ul><li>Keep Professional relation with interns </li></ul>
  9. 9. <ul><li>THANK YOU!!! </li></ul>

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