What is the first step in the C12 Group's three-step dispute resolution process?
C12_Group Franchise · 2025 FDDAnswer from 2025 FDD Document
Franchisee agrees to submit disputes, conflicts or disagreements relating to Franchisee's role as franchisee to Franchisor's three-step dispute resolution process, as follows:
Step One: Address Franchisee's concern directly to the individual(s) with whom Franchisee has the disagreement, approaching him/her in a spirit of humility and reconciliation (see Matthew 18:15).
If the disagreement involves a peer or Franchisor's office staff member, the next step would involve engaging Franchisor's President or Chairman.
If the disagreement involves Franchisor's President or Chairman, the next step would include engaging in an expanded discussion with the one which is not involved, much as one would in bringing the matter before an elder in the church.
Franchisor has established a Chair Advisory council comprised of regional peer representatives selected for rotating terms to serve as advisors and advocates of franchisees to Franchisor.
Any franchisee may also appeal via their Regional Representative to bring matters of concern or dispute to the Chair Advisory Council which includes a delegate of the Franchisor's Board of Directors in addition to Franchisor's Officers.
Source: Item 22 — CONTRACTS (FDD page 46)
What This Means (2025 FDD)
According to the 2025 C12 Group Franchise Disclosure Document, the company employs a three-step dispute resolution process rooted in Christian principles. The first step requires the franchisee to directly address their concern with the individual involved in the disagreement, approaching the situation with humility and a spirit of reconciliation, referencing Matthew 18:15.
If the disagreement involves a peer or a member of C12 Group's office staff, the next action is to engage with the company's President or Chairman. Should the disagreement involve either the President or Chairman, the subsequent step involves an expanded discussion with the one who is not involved, similar to bringing the matter before an elder in the church.
C12 Group has also established a Chair Advisory Council, composed of regional peer representatives serving rotating terms, to act as advisors and advocates for franchisees. Franchisees can also appeal through their Regional Representative to bring concerns or disputes to this council, which includes a delegate from C12 Group's Board of Directors and company officers. This initial step emphasizes direct communication and reconciliation before escalating the issue further.