How many steps are included in the C12 Group's dispute resolution process?
C12_Group Franchise · 2025 FDDAnswer from 2025 FDD Document
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.
Step Two: If the dispute remains unresolved, either Franchisor or Franchisee may bring the dispute to a panel of three of C12's Board Members, whom You will mutually select, that are not members of the Franchisor's senior staff.
Step Three: If Franchisee is still unwilling to abide by the decision of the panel of the three C12 non-executive Board Members, then Franchisee shall have the right to request binding Christian arbitration.
The parties agree for the arbitration process to be conducted in accordance with the Christian Conciliation Rules of Procedure contained in the ICC booklet Guidelines for Christian Conciliation.
In accordance with the Rules of Procedure for Christian Conciliation of the Institute for Christian Conciliation (complete text of the Rules is available at www.iccpeace.com/rules or by contacting ICC PEACE at info@iccpeace.com or calling 844-707-3223).
Consistent with these rules, each party to the agreement shall agree to the selection of the arbitrator.
The parties agree that if there is an impasse in the selection of the arbitrator, the Institute for Christian Conciliation (hereafter ICC), shall be asked to provide the name of a qualified person who will serve in that capacity.
Consistent with the Rules of Procedure, the arbitrator shall issue a written opinion within a reasonable time.
The parties acknowledge that the resolving of conflicts requires time and financial resources.
In an effort to fully encourage and implement a biblically faithful process, Franchisor agrees to pay all fees and expenses, which may be required by the mediator, case administrator, and/or arbitrator.
Source: Item 22 — CONTRACTS (FDD page 46)
What This Means (2025 FDD)
According to the 2025 FDD, C12 Group's dispute resolution process includes three steps. First, a franchisee may appeal through their Regional Representative to the Chair Advisory Council, which includes a delegate from the Franchisor's Board of Directors and Franchisor's Officers. If the dispute is not resolved at this stage, either the C12 Group or the franchisee can proceed to the second step.
In the second step, the dispute is brought before a panel of three C12 Group Board Members who are mutually selected and are not members of the Franchisor's senior staff. If the franchisee remains unsatisfied after the panel's decision, they can move to the third and final step.
The third step involves the franchisee's right to request binding Christian arbitration. This arbitration process is to be conducted following the Christian Conciliation Rules of Procedure outlined in the ICC booklet Guidelines for Christian Conciliation. The C12 Group agrees to cover all fees and expenses associated with the mediator, case administrator, and/or arbitrator, aiming to encourage a biblically faithful resolution process.