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JTW-JME-02 Justice, Trade & Work Justice & Market Ethics CORE Excellence v2.9.7

Dispute resolution timeliness

Assesses whether the organization resolves disputes and conflicts in a timely manner. It evaluates commitment to timely resolution, recognizing that prolonged disputes cause ongoing harm. Definitions: Dispute includes formal complaints, employee grievances, beneficiary/customer complaints, supplier/partner disputes, and internal conflicts. Resolution means a documented outcome communicated to all parties with any remedy initiated, or mutual settlement recorded. The metric applies to cases closed in the period. Taxonomy & Routes: To ensure appropriate handling, disputes must be routed via: (A) HR/Employment (ACAS); (B) Safeguarding (statutory/CC); (C) Whistleblowing (PIDA/ISO 37002); (D) Beneficiary/Service (ISO 10002); (E) Fundraising (Fundraising Regulator); (F) Financial (FCA/FOS); (G) Supplier/Commercial. Each route requires specific owners, independence rules, and statutory timelines that override the 30-day median.

Compliance 3
  • Tail Risk Control: 95th percentile ≤ 60 days. Open ageing thresholds: <5% of open cases >60 days. Zero overdue safeguarding steps.
    Risk Management Essential
  • Accessibility & Equality: Multi-channel intake, translation/interpreting, and reasonable adjustments (Equality Act 2010).
    Inclusivity Essential
  • Serious Incident Protocols: Safeguarding/whistleblowing escalation to Safeguarding Lead/Trustee Lead within 24–48 hours.
    Risk Management Essential
Good 8
  • Documented dispute resolution procedures with a defined taxonomy for routing cases
    Documentation Essential
  • Tracking system for dispute duration with mandatory fields for case type and route
    Process Essential
  • Appeals Framework: Max 1 internal appeal stage. Reviewer must be independent. Defined submission/decision windows.
    Governance Essential
  • Tiered approach with early intervention options
    Innovation High
  • Clear timeframes for each resolution stage
    Transparency High
  • Regular case management reviews
    Continuous Improvement Medium
  • Differentiated approaches for various dispute types.
    Excellence High
  • Provide ADR/ombudsman signposting where applicable (e.g., FOS, ISCAS, Fundraising Regulator).
    Stakeholder Engagement High
Better 8
  • Median resolution time of 30 days or less (primary target)
    Performance Essential
  • Strict Stop-Clock Governance: Use predefined reason codes with mandatory timestamps, notes, and approval. Monthly audit.
    Governance Essential
  • Named case owner for each dispute; RACI defined; caseload/capacity thresholds with action triggers.
    Resource Management Essential
  • Trained mediators/facilitators available
    Excellence High
  • Root cause analysis to prevent recurrence
    Continuous Improvement High
  • Define timeliness-CSAT method: ask both parties at closure 'Was the time taken fair/reasonable?' (1–5 scale); require minimum response rate target.
    Stakeholder Engagement High
  • Publish a stage-SLA chart (acknowledge 2 working days; plan 5 working days; decision 20 working days; appeal by 30 calendar days).
    Transparency High
  • Annual public summary of timeliness and learning.
    Transparency Medium

Related Criteria

JTW-JME-01 Independent Maẓālim panel active JTW-JME-03 Restorative-justice policy JTW-JME-04 Whistleblowing protection tested (Speak‑Up) JTW-JME-05 Staff awareness of grievance mechanism JTW-JME-06 Code-compliant complaints policy; learning log published
Version
2.9.7 2025-11-05

Discussion (1)

Administrator 2026-03-07 11:07:54.339062

📋 **Version updated: 1.0.0 → 2.9.7** **Changes:** Updated islamic_references from mizan-297.json

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