In the first step of C12 Group's dispute resolution, who should the franchisee address their concern to initially?

According to C12 Group's 2025 Franchise Disclosure Document, the initial step in their dispute resolution process requires the franchisee to directly address their concern to the individual with whom they have the disagreement. This approach should be undertaken with humility and a spirit of reconciliation. If the disagreement involves a peer or a member of C12 Group's office staff, the next step involves engaging C12 Group's President or Chairman. Should the disagreement involve the President or Chairman, the subsequent step includes an expanded discussion with the individual who is not involved, similar to seeking counsel from an elder in a church.

This initial step emphasizes direct communication and conflict resolution at the personal level, aligning with the company's values rooted in Christian principles. It aims to foster mutual understanding and resolve issues before they escalate to more formal or costly procedures. This approach is less common in the franchise industry, where dispute resolution often begins with formal written notices or mediation involving legal representatives.

For a prospective C12 Group franchisee, this means being prepared to engage in direct, personal communication to resolve disputes. It also means understanding and aligning with the company's values of humility and reconciliation in conflict resolution. Franchisees should be comfortable with this approach and willing to engage in open and honest dialogue to address concerns as they arise.