APIP Booklet for Complaints and caseflow (AIESEC)

1. 9.9:GeneralComplaints
&casesolvingflow.
hopefully you won't need it.
AIESEC IN MULTAN

2. Table of Contents.
________________________
9.9.5: International Control Board - OCA
9.9.4: National case solving stage
9.9.3: LC case solving stage
9.9.2: Complaint procedure steps.
9.9.1: Definition
AIESEC
IN
MULTAN
________________________

3. Table of Abbreviations:
Exchange Participant
AIESEC Portfolio Internal Policies
International Control Board
OCA
ICB
Official Case Application
EP
APIP

4. Definition
AIESEC IN MULTAN
For issues regarding
Dispute resolution can be
requested by EP or Opportunity
Provider.
AIESEC Exchange Programs.

5. Complaint Procedure
Steps
AIESEC IN MULTAN

6. No reimbursements are
offered if the expenses
made are not proved by
EP or OP.
Complaints to be raised
within a year from the
violation date
Complaining Party
should keep proofs of
violations,
communications, and
expense receipts.

7. AIESEC Local
Committee Case
Solving Stage - LC
to LC
nip the evil in the bud.
AIESEC IN MULTAN

8. Complaint Party states the issue
to the Respondent Party.
Respondent party begins
negotiation within 24 hours of the
complaint.
Phase 1:
What's up next?
If no solution is reached within 3
days, ECB shall raise the issue on a
national level.
The Respondent Party suggests a
proposal.
The complaint party shall
accept/reject it within 48 hours.
If rejected, another solution is
presented by the Respondent party.
Phase 2:
Respondent Party stakeholders to
be contacted if no solution is
reached within 72 hours.
Complaint Party shall contact its
ECB if the negotiation fails.
Phase 3:

9. AIESEC National Case
Solving Stage - ECB to
ECB
AIESEC IN MULTAN

10. 01 03
02 04
Accept / Deny the
arbitration reached
between LCs within
one month of the
violation.
Accept / Deny the
arbitration if the issue was
raised 1 month after the
date of violation.
Accept / Deny the
arbitration if no solution
was reached on a
crucial matter within 1
week by the LCs.
Respondent ECB can
deny proceeding with
the issue if it was
reported 1 year after the
violation.
ECB's role in LCs' arbitration

11. ECB steps in.
Respondent ECB analyzes
the situation and provides a
solution within 48 hours.
Phase 1:
Failure to reach a solution within
7 days compels the ICB to raise
the issue on an international
level.
ECB - ECB negotiations not to
exceed 96 hours.
If no agreement is reached,
complaining ECB raises the
issue to the ICB.
Phase 2:
ICB shall then help proceed with
the OCA. If an agreement is
reached, it is put into writing.
Financial reimbursements are to
be provided only against tangible
proofs.

12. AIESEC International
Control Board -
- Official Case
Application.
AIESEC IN MULTAN

13. 01 03
02 04
EP or OP can
contact ICB by
email:
icb@ai.aiesec.org
Should provide a
solution within 10
days.
Only accepts cases
that have been
through all the
previous levels.
Last resort for
every quality
unresolved case.
Role of ICB

14. Proceeding with an OCA
Annex 5 (OCA template) filled
and emailed to ICB
CONTACTING ICB
Respondent entity to send a
case report within 5 days.
ICB sends a solution within 5
days of receiving OCAs from
both parties.
Apology letters, financial
reimbursements are arranged.
For reimbursements of newly
found financial proofs, or
against the solution within 48
hours of its release.
0
1
OFFICIAL CASE
REPONSE
0
2
SOLUTION
0
3
REPARATIONS
0
4
OFFICIAL
APPEALING
0
5

15. Annexure 9: Official Case appealing templates
(1/3)
Country PLACING claims must fill out portions of the document in RED ONLY.
Country RESPONDING to claim must fill out portions of the document in BLUE ONLY.
Key:

16. Annexure 9: Official Case appealing templates
(2/3)
*multiple tables to be attached in case of more than one appeals.

17. Annexure 9: Official Case appealing templates
(3/3)
*to be filled by the ECB and MC of the Complaining and Responding parties.

18. if you read this till the end, we wish you a very pleasant
resolve-your-complaint! :D