MONDAPRO Complaint Policy & Procedures

MONDAPRO Complaint Policy & Procedures

Monitoring

Mondapro is dedicated to achieving excellence in service delivery and utilizes customer feedback for continuous improvement across all training programs and support services.

Our Service Standards for Complaints are:

Accessibility: We will ensure the process for registering a complaint is simple, transparent, and easy to navigate for all customers.
Timeliness: We commit to providing a response to your complaint within our published timeframes and keeping you updated throughout the investigation process.
Clarity: You will receive a thorough explanation regarding the findings of your complaint, delivered in a format that suits your preference.
Action: We will inform you of any corrective actions or substantive changes made to our services as a direct result of your feedback.
Review: Our Complaints Policy will be systematically reviewed and updated at regular intervals to maintain its effectiveness and relevance.

Responsibilities

The Senior Management Team and all personnel in supervisory or management roles are accountable for fostering and upholding exemplary customer care and complaint handling practices within their respective areas. Compliance with this Customer Complaints Policy is mandatory for all Mondapro employees who interact with our customers and learners.

Communication

Our Customer Complaints Policy is available in a physical format upon request; please contact us to receive a hard copy. Comprehensive training will be provided to all staff members to cultivate a deep understanding of customer complaints and ensure they are clear on their associated duties and responsibilities.

Equality & Diversity

Every customer retains the right to express dissatisfaction with the services received from Mondapro. Customers engaging with this policy will be guaranteed fair treatment and freedom from discrimination. Mondapro adheres to a dedicated Equality & Diversity Policy that governs all aspects of equitable service provision.

Procedure

If you are dissatisfied with any aspect of the service provided by Mondapro—whether related to the learning experience, assessment process, support received, staff conduct, or the organization itself—we pledge to address your concerns seriously and maintain strict confidentiality. Our objective is to resolve your complaint as quickly and efficiently as possible.

We actively welcome both commendations and criticisms, as all feedback is vital in helping us refine and enhance the quality of service for both you and our future learners.

We are also receptive to your suggestions for service enhancements. Any personal information you provide will be used solely for service improvement and is protected in accordance with the Data Protection Act.

If you need to register a complaint, here is the recommended process:

Immediate Resolution: It is highly recommended that you first raise the issue directly with the staff member or department involved, as they are often best positioned to correct the situation immediately.
Timeframe: Formal complaints must be submitted within 3 months of the incident or problem occurring.
Formal Submission: You can formally register your complaint at any time via email, through our official website, or by written letter.
Detail: Please ensure you include all relevant details, such as specific times, dates, locations, and the names of any staff involved, to facilitate a swift investigation.

Contact Details:

Contact Mondapro on Tel: (+962797755077) email: info@mondapro.com

Response:

You will receive an initial acknowledgment response within one week of us receiving your complaint, followed by a detailed resolution response within four weeks.

Should you remain unsatisfied with the outcome of your complaint, you retain the right to formally appeal the decision.

MONDAPRO Customer Guarantee and Refund Policy

MONDAPRO Customer Guarantee and Refund Policy

At Mondapro, we are committed to providing exceptional learning experiences and ensuring your satisfaction. We believe in the quality and effectiveness of our training programs, and we stand behind them with our customer guarantee. This guarantee is designed to give you peace of mind and confidence in choosing our services.

Our Guarantee To You:

Quality Instruction: We guarantee that our training programs will be conducted by experienced instructors who are experts in their respective fields. They will deliver engaging and informative sessions that meet the highest standards of professional instruction.

Relevant and Up-to-Date Content: We guarantee that the training content we provide will be current, relevant, and aligned with industry best practices. Our courses are regularly reviewed and updated to reflect the latest advancements and trends in the field.

Interactive Learning Environment: We guarantee a dynamic and interactive learning environment that promotes active participation and engagement. Our training sessions are designed to encourage collaboration, discussions, and hands-on activities to enhance the learning experience.

Comprehensive Course Materials: We guarantee that all necessary course materials, including manuals, handouts, and digital resources, will be provided to support your learning journey. These materials are designed to supplement the training sessions and serve as valuable references beyond the course duration.

Money-Back Option:

In addition to our customer guarantee, we offer a money-back option to ensure your satisfaction and address any concerns you may have. If, for any reason, you are not completely satisfied with our training program, you are eligible for a refund subject to the following conditions:

Request for Refund: To initiate the refund process, you must submit a written request within 30 days of completing the training program. The request should clearly state the reasons for your dissatisfaction and any specific areas where you feel the program did not meet your expectations.

Attendance and Participation: To qualify for a refund, you must have attended and actively participated in all scheduled training sessions. We believe that active engagement is essential for a meaningful learning experience, and we expect our participants to be fully committed to the training program.

Assessment of Refund Request: Upon receiving your refund request, we will review it thoroughly and assess the validity of your concerns. We may contact you for further clarification or to discuss potential resolutions.

Refund Processing: If your refund request is approved, we will process the refund within 30 days of the approval date. The refund will be issued using the original payment method used for the training program registration.

Please note that our money-back option is intended to address situations where the training program falls short of our guarantee and your reasonable expectations. We encourage open communication throughout the training process to address any concerns promptly and provide opportunities for resolution.

Conclusion:

At Mondapro, we value your trust and are committed to delivering exceptional training experiences. Our customer guarantee and money-back option are a testament to our dedication to your satisfaction. We strive to continuously improve our programs and provide you with the knowledge and skills you need to succeed in your professional endeavours. Choose Mondapro with confidence, knowing that we are invested in your growth and learning journey.

MONDAPRO Disability Discrimination and Inclusion Policy

MONDAPRO Disability Discrimination and Inclusion Policy

1. Policy Statement and Commitment

Mondapro is committed to providing an inclusive, equitable, and supportive environment for all staff, trainers, and learners. We strictly prohibit all forms of disability discrimination in our employment practices and the delivery of our training services.

This policy affirms Mondapro’s commitment to meeting its legal duties under the Equality Act 2010 (or relevant national/jurisdictional legislation) and ensuring that individuals with disabilities have equal opportunities to participate fully in all aspects of our business and learning programs.

Zero Tolerance: Mondapro has a zero-tolerance approach to direct discrimination, indirect discrimination, discrimination arising from disability, harassment, and victimisation based on disability.
Anticipatory Duty: We recognise our anticipatory duty to make reasonable adjustments. This means we must proactively consider and address barriers that disabled individuals may face, rather than waiting for an individual request.

2. Scope and Definition of Disability

This policy applies to all employees, trainees/learners, job applicants, contractors, and third parties engaging with Mondapro.

Definition of Disability

For the purpose of this policy, a person has a disability if they have a physical or mental impairment that has a substantial and long-term adverse effect on their ability to carry out normal day-to-day activities (as defined in the Equality Act 2010). This includes:

Physical impairments (e.g., mobility issues, chronic illnesses).
Sensory impairments (e.g., visual or hearing loss).
Mental impairments (e.g., depression, anxiety, learning disabilities like dyslexia).

3. The Duty to Make Reasonable Adjustments

Mondapro has a legal duty to make reasonable adjustments to ensure that a disabled person is not put at a substantial disadvantage compared to a non-disabled person.

The duty to make adjustments may apply in three areas:

Provision, Criterion, or Practice (PCP): Changing a rule, policy, or way of working.
- Example: Allowing a learner with chronic fatigue to take rest breaks or submit assignments later.
Physical Features: Making changes to the physical environment.
- Example: Ensuring training venues are accessible, or providing accessible parking.
Auxiliary Aid or Service: Providing extra support or equipment.
- Example: Providing course materials in large print, using a hearing loop, or securing a sign language interpreter for a training session.

Determining Reasonableness

We will assess the reasonableness of a requested adjustment based on factors including:

The effectiveness of the adjustment in removing the disadvantage.
The cost of the adjustment and our resources.
The practicability of the adjustment.
The impact on the academic or safety standards of the course (Mondapro will not compromise the essential learning outcomes of a program).
The impact on other staff or learners.

4. Responsibilities

Role

Responsibilities

The Director/Senior Management

Overall responsibility for policy implementation, ensuring adequate resources, and leading the promotion of an inclusive culture.

Programmes Director/Line Managers

Implementing OHS and D&I standards, conducting risk assessments, consulting with individuals about required adjustments, and ensuring staff training on this policy.

All Employees/Trainers

Treating all colleagues and learners with dignity and respect, actively assisting Mondapro in implementing adjustments, and reporting any breaches of this policy immediately.

Learners/Staff with Disabilities

Informing Mondapro of their needs (though this is not mandatory, it is encouraged) and cooperating in the process of implementing effective adjustments.

5. Confidentiality and Information

All information provided by an individual regarding their disability or the need for adjustments will be treated as confidential and sensitive data in line with GDPR/privacy legislation.
Information will only be shared with staff on a need-to-know basis to enable the provision of effective adjustments or support. Consent will be sought before sharing specific details of a disability.
A formal record of all agreed reasonable adjustments will be maintained by the Programmes Director and reviewed periodically.

6. Complaints and Reporting Procedure

Any person who believes they have been subject to or have witnessed disability discrimination, harassment, or a failure to make a reasonable adjustment, should report it immediately.

Informal Resolution: The individual should first attempt to resolve the issue by speaking directly with their trainer, line manager, or the Programmes Director.
Formal Complaint: If the issue is not resolved informally, a formal written complaint must be submitted to the Programmes Director (or to the Director if the complaint is against the Programmes Director).
Investigation: The designated manager will conduct a thorough, impartial, and confidential investigation into the complaint. Both the complainant and the person complained against will be given a fair opportunity to present their case.
Action: Appropriate action will be taken based on the outcome of the investigation, which may include disciplinary action up to and including dismissal, or a change in policy/procedure to address the failure in adjustment.
No Victimisation: No individual will be victimised or subjected to less favourable treatment for raising a complaint under this policy or for supporting a complainant.

Contact for Policy Inquiries and Complaints:

Telephone: +962797755077

Email: info@mondapro.com

Mondapro Privacy and Data Protection Policy

Mondapro Privacy and Data Protection Policy

Introduction

Mondapro (“we”, “our”, or “us”) is committed to data security and to the fair and transparent processing of personal data. This Data Protection Policy (“Privacy Policy”) explains how we handle your personal data when you visit and interact with our website [www.mondapro.com], regardless of location, or when your personal data is otherwise collected through our provision of services, online courses, digital products, and consulting activities. It also explains your privacy rights and how the law protects you.

IMPORTANT INFORMATION AND WHO WE ARE

Purpose of this Privacy Policy

This Privacy Policy aims to provide you with clear information on how Mondapro collects and processes your personal data through your use of our online platforms, websites, learning environments, and through any services or products we provide (including any data provided through forms, subscriptions, surveys, or payments).

Our platform is not intended for children under the age of 16, and we do not knowingly collect data relating to children.

Please read this Privacy Policy together with any other privacy or fair processing notices we may provide on specific occasions. This Privacy Policy is meant to complement, not override, other notices.

Who We Are

Mondapro is a France-based consulting, training, and professional development company offering digital learning, sustainability advisory, business training, and related services.

Legal Entity: Mondapro
Registered Address (France): 23 rue Jules Valles , Villeurbanne - France
Email: info@mondapro.com

Mondapro develops and delivers professional training courses, online learning programs, digital content, and consulting services to individuals and organizations globally.

Controller

Mondapro is the data controller and is responsible for your personal data.

We have a dedicated data protection contact responsible for overseeing compliance with this Privacy Policy. If you have any questions about your data or wish to exercise your rights, you may contact us at:

Data Protection Contact:
Email: info@mondapro.com
Postal Address: 23 rue Jules Valles , Villeurbanne - France

You also have the right to lodge a complaint with your local data protection authority. In France, this is:

CNIL – Commission Nationale de l’Informatique et des Libertés
Website: www.cnil.fr

We would appreciate the opportunity to address your concerns directly before you contact CNIL.

Changes to this Policy and Your Duty to Inform Us

We review our Privacy Policy regularly. Any updates will be posted on this page and, where appropriate, emailed to you.

It is important that your personal data is accurate and up to date. Please let us know if your information changes during your relationship with Mondapro.

Third-Party Links

Our website or learning platforms may include links to third-party websites, plug-ins, or applications. Clicking such links may allow third parties to collect or share data about you. We do not control these third-party platforms and are not responsible for their privacy statements.
We encourage you to read the privacy policy of every website you visit.

THE DATA WE COLLECT ABOUT YOU

Personal data means any information that identifies you as an individual.
It does not include anonymized data.

Mondapro may collect, use, store, and transfer the following categories of personal data:

● Identity Data

First name, last name, username, title, date of birth, gender (if provided), learner or participant ID.

● Contact Data

Billing address, postal address, email address, phone number.

● Financial Data

Payment card details and bank account information (processed securely through our payment processors—we do not store full card details).

● Transaction Data

Purchase history, payments to/from you, services or courses purchased, enrollment dates.

● Technical Data

IP address, browser type/version, login data, time zone settings, device type, platform, operating system, cookies and tracking technologies.

● Profile Data

Login credentials, account preferences, course progress, certifications, assessment results, survey responses, interests, feedback.

● Usage Data

Information about your interactions with our website or courses:
pages visited, access duration, clicks, navigation patterns, download errors, response times.

● Marketing & Communications Data

Your marketing preferences and communication selections.

Aggregated Data

We may use Aggregated Data such as analytics and statistics to improve our platform.
Aggregated Data is not considered personal unless it can identify you directly or indirectly.

Sensitive (Special Category) Data

Mondapro generally does not collect sensitive data unless strictly necessary (e.g., accessibility needs).
Where collected, it will be handled with heightened protection and explicit consent.

If You Fail to Provide Personal Data

If we need personal data by law or under our contract with you and you fail to provide it, we may not be able to deliver our services (such as course access). We will inform you if this is the case.

HOW WE COLLECT YOUR PERSONAL DATA

We collect data using several methods:

1. Direct Interactions (You Provide the Data)

You may provide personal data when you:

Purchase a course, subscription, or consulting service
Create an account on our platform
Subscribe to newsletters or updates
Request marketing communications
Register for webinars, promotions, or surveys
Contact us for support or feedback
Use any of our online learning environments

2. Automated Technologies

We automatically collect Technical Data through cookies, logs, and similar technologies.
Refer to our Cookie Policy for details.

3. Third Parties and Public Sources

We may receive data from:

Analytics and advertising providers
Payment processors
Learning partners, employers, or institutions enrolling learners
Technical service providers
Public sources such as business registries

HOW WE USE YOUR PERSONAL DATA

We use your data only when legally permitted. Most commonly, we use personal data:

To perform a contract (e.g., providing course access or consulting services)
For our legitimate business interests (platform improvement, fraud prevention, service optimization)
To comply with legal obligations

We typically do not rely on consent as a basis for processing except for direct marketing.
You may withdraw consent at any time.

Purposes for Using Your Personal Data

Purpose

Type of Data

Legal Basis

Account creation and user authentication

Identity, Contact, Technical

Contract performance

Delivering online courses, consulting services, and learning materials

Identity, Contact, Transaction, Profile

Contract performance

Payment processing

Identity, Transaction, Financial

Contract performance

Platform security, troubleshooting, analytics

Technical, Usage

Legitimate interests

Marketing communications

Identity, Contact

Consent / Legitimate interests

Compliance with tax or legal obligations

Identity, Transaction

Legal obligation

DISCLOSURES OF YOUR PERSONAL DATA

We may share your personal data with the parties set out below for the purposes described in this Privacy Policy:

1. Internal Parties

Mondapro staff, trainers, consultants, contractors, or authorized personnel who require access to your data to provide services.

2. External Third Parties

These may include:

Service providers acting as processors who provide:
- IT and system administration services
- Web hosting
- Data storage
- Learning management platforms
- Payment processing
- Analytics
- Email and marketing automation
- Customer support tools
Professional advisers including lawyers, bankers, auditors, and insurers.
Regulators and authorities who require reporting of processing activities under certain conditions (for example, tax authorities or data protection regulators).

3. Business Transfers

If Mondapro undergoes a merger, restructuring, acquisition, or transfer of all or part of its assets, personal data may be transferred to the new entity.
In such cases, we will ensure continuity of privacy protection.

4. Third Parties with Your Explicit Consent

This includes:

Affiliates
Partner organizations
Employers or institutions (if they enrolled you)

We require all third parties to respect the security of your personal data and to treat it in accordance with the law.
We do not allow third-party processors to use your data for their own purposes—only to process it in accordance with our instructions.

INTERNATIONAL TRANSFERS

Mondapro is based in France, but many of our service providers may be located outside the European Economic Area (EEA).

Whenever personal data is transferred outside the EEA, we ensure that it receives an equivalent level of protection by implementing at least one of the following safeguards:

● Adequacy Decisions

Transfers to countries deemed by the European Commission to provide adequate protection.

● Standard Contractual Clauses (SCCs)

Legally binding agreements approved by the European Commission for international data transfers.

● Additional Safeguards

Where required, we implement additional security measures such as data minimization, encryption, and pseudonymization.

You can contact us to obtain more information about specific transfer mechanisms used by Mondapro.

DATA SECURITY

Mondapro has implemented appropriate security measures designed to prevent your personal data from being:

Accidentally lost
Used or accessed in an unauthorized way
Altered or disclosed

Examples of our security measures include:

SSL encryption
Password-protected systems
Access controls and role-based permissions
Secure data backups
Regular monitoring and testing of IT systems
Staff training on data protection
Multi-factor authentication for certain systems

We also have procedures to respond to any suspected personal data breach.
If legally required, we will notify you and the relevant data protection authority (e.g., CNIL).

DATA RETENTION

We will retain your personal data only for as long as necessary to fulfill the purposes we collected it for, including legal, accounting, or reporting requirements.

Retention periods depend on:

The nature of the data
The purpose for which it was collected
Legal requirements in France and the EU

Data Type

Typical Retention

Account information

For as long as your account is active + 3 years

Transaction and payment data

6–10 years (legal obligation for accounting)

Course records, certificates, assessments

5–10 years depending on regulatory requirements

Marketing preferences

Until you opt out

Technical data (cookies, logs)

According to our Cookie Policy (typically 13 months)

When data is no longer needed, we securely delete or anonymize it.

YOUR LEGAL RIGHTS

Under European data protection law (GDPR), you have the right to:

1. Right of Access

Request a copy of the personal data we hold about you.

2. Right to Rectification

Request correction of incomplete or inaccurate data.

3. Right to Erasure (Right to be Forgotten)

Request deletion of your data when:

It is no longer needed,
You withdraw consent,
You believe it has been unlawfully processed.

4. Right to Restrict Processing

Request that we suspend the processing of your data in certain circumstances.

5. Right to Data Portability

Request a transfer of your data to you or a third party in a structured, commonly used format.

6. Right to Object

You may object to the processing of your data if:

We rely on legitimate interests
We use it for direct marketing

7. Right to Withdraw Consent

Where we rely on consent (e.g., marketing emails), you may withdraw it at any time.

8. Right to Lodge a Complaint

With CNIL or your local data protection authority.

You will not have to pay a fee to exercise these rights unless your request is clearly excessive or unfounded.
We may need to request additional information to verify your identity.

To exercise any rights, please email: info@mondapro.com

COOKIES

Mondapro uses cookies and similar technologies to:

Improve website performance
Personalize content
Analyze platform usage
Enable secure access
Deliver relevant marketing

We provide full details in our Cookie Policy, including:

What cookies we use
Why we use them
How you can manage or disable them

You can change your cookie preferences at any time via your browser settings.

GLOSSARY

Controller

The entity that decides how and why personal data is processed.

Processor

A third party who processes personal data on behalf of the controller.

Legitimate Interest

Our business interests in managing Mondapro, enabling services, and improving user experience.

Performance of Contract

Processing needed to deliver the services or products you requested.

Personal Data

Information that identifies an individual.

Special Category (Sensitive) Data

Data requiring enhanced protection (e.g., health data).

Contact Information

If you have any questions about how Mondapro uses your personal data, please contact us:

Email: info@mondapro.com
Address: 23 rue Jules Valles , Villeurbanne - France
Website: www.mondapro.com

MONDAPRO Occupational Health and Safety Policy

This document outlines Mondapro’s approach to ensuring the Occupational Health and Safety (OHS) of our learners, trainers, and staff during the delivery of all learning programs. This policy establishes Mondapro’s commitment to maintaining a safe and healthy environment while delivering training services to delegates and to all third parties who interact with our business.

This document serves to provide:

A statement on the general policy and commitment of the business to Health and Safety, and the objectives we seek to achieve through its implementation.
The defined responsibilities of relevant individuals for specific actions to ensure compliance with OHS regulations.
Details of the practical arrangements and measures implemented by the business to ensure effective policy compliance and implementation.

Mondapro shall conduct all necessary risk assessments and adhere to other practices required by the relevant Health and Safety Executive bodies. We shall also maintain specific protocols addressing any risks related to infectious diseases, such as COVID-19.

This OHS Policy shall be comprehensive and complete with all essential information. While not a legal requirement, the signature of senior management illustrates our endorsement of and commitment to this document. It is the duty of Mondapro management to ensure that all aims, responsibilities, and arrangements contained within this policy are consistently executed.

This policy will be made readily accessible to all employees, delegates, and third-party personnel who have contact with our operations. Employees will receive this policy alongside their Contract of Employment.

Delegates will be briefed on key Health and Safety issues at the commencement of each training session during introductory remarks.

Mondapro shall review and update its OHS policy at least annually. All revisions or alterations shall be communicated effectively to employees at the earliest possible opportunity.

MONDAPRO’s Commitment to Health and Safety

Mondapro considers the Health and Safety of all employees, trainees, and customers to be of paramount importance to the well-being of the business. It remains our continuous goal to make our company a safe and healthy place in which to work and be trained.

To achieve this, we at Mondapro commit to an active OHS policy designed to ensure:

A safe and healthy working and training environment for all employees and trainees.
The prevention of accidents leading to personal injury and occupational-related diseases.
The prevention of incidents resulting in property damage or dangerous occurrences.
The facilitation and implementation of statutory and other requirements to achieve good practices recognized by the industry.
Proactive reduction of hazards and risks in the workplace.
Effective control and safety management for learners, trainers, and visitors within our training facilities and offices.

As Director of Mondapro, it is my responsibility to ensure that staff, Board Members, and I take ownership of OHS matters, and that the company provides safe systems of work, relevant training, and a clean, healthy working environment within our sphere of business.

Mondapro shall establish annual objectives and targets against which the company’s OHS performance shall be monitored and evaluated. This aligns with our unwavering commitment to preventing injury and ill-health to employees, learners, trainers, and others affected by our day-to-day operations.

Mondapro commits to striving for the continual improvement of the OHS Management System.

We will provide effective channels for consultation between management and employee representatives. All employees and trainees have the right to address safety and health-related matters directly with the Programmes Director for company matters.

Mondapro recognizes the necessity of conducting business in full compliance with current legislation and codes of practice. We will ensure appropriate arrangements are in place to fulfill all legislative duties and any other relevant requirements.

Equally, it is the duty of every employee to actively assist the organization in attaining its Health and Safety objectives. Our company expects employees to exercise reasonable care for their own health, safety, and welfare, and that of others who may be affected by their actions.

To ensure commitment to this Policy, all employees shall sign a declaration confirming they have received a copy of, have access to updates, and have read and understood the policy.

MONDAPRO’s Current OHS Objectives are:

Maintain ISO 45001 Accreditation.
Regularly review resources used during training service delivery, Board meetings, and other activities within our premises and training venues.
Maintain infectious disease security protocols.
Refresh Staff Induction training during an all-staff meeting.
Ensure the First Aid Kit is fully equipped at all times.
Ensure all firefighting equipment is accessible and operational.
Ensure staff, trainers, and learners are aware of the location of Fire Assembly Points.
Ensure that staff have knowledge of the Control of Substances Hazardous to Health (COSHH).

Policy Promotion and Access:

We will promote this policy by:

Discussing this Policy with all staff, learners, and trainers during the induction process.
Ensuring it is readily accessible via our website.
Displaying the Policy on common area notice boards.
Communicating all changes/updates to the policy via email.

Contact & Relevant Law

For all Health and Safety inquiries:

Telephone: +962797755077

Email: info@mondapro.com

Relevant Legislation (Examples):

Health and Safety at Work etc. Act 1974
Management of Health and Safety at Work Regulations 1999 (SI 1999/3242)
Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (SI 2013/1471)
The Safety Representatives and Safety Committees Regulations 1977 (SI 1977/500)
The Health and Safety (Consultation with Employees) Regulations 1996 (SI 1996/1513)
Health and Safety (First-Aid) Regulations 1981 (SI 1981/917)
Control of Substances Hazardous to Health Regulations 2002 (SI 2002/2677)
Personal Protective Equipment at Work Regulations 1992 (SI 1992/2966)
The Manual Handling Operations Regulations 1992 (SI 1992/2793)
Health and Safety (Display Screen Equipment) Regulations 1992 (SI 1992/2792)
The Regulatory Reform (Fire Safety) Order 2005

Prepared and signed by: COLLEAGUE NAME (Director – Mondapro)

MONDAPRO Equal Treatment Policy

Policy

The success of the company depends upon our people. Capitalising on what is unique about individuals, and drawing on their different perspectives and experiences adds value to our business.

MONDAPRO aims to recruit and develop talent from the widest talent pool and create an environment which is sensitive to and maximises individual differences, where everyone has a fair chance to succeed.

MONDAPRO is committed to being a fair and inclusive employer. To achieve, this we have policies and procedures to ensure that our employees understand and carry out what is expected of them.

As an Equal Opportunities Employer, no worker or potential worker is treated less favourably on the grounds of their disability, race, colour, religion or belief, nationality, ethnic origin, sex, sexual orientation, gender re-assignment, pregnancy, age, marital or civil partner status, employment status (including the fact that they may be a part-time or fixed term worker) or membership or non-membership of a trade union. No one is disadvantaged by any condition of employment or company requirement that is not necessary for operational reasons.

MONDAPRO shall at all times strive to work within legislative requirements as well as promote best practices.

This policy applies to all of MONDAPRO’s employees, whether permanent, temporary, casual, part-time or on fixed-term contracts, to job applicants and to individuals such as agency staff and consultants who work at MONDAPRO (collectively “workers”).

MONDAPRO recognises that all workers have a right to work in an environment in which the dignity of all is respected and which is free from harassment and bullying. It is committed to preventing and eliminating intimidation in any form.

In order to promote and maintain equality of opportunity and to eliminate discrimination, MONDAPRO ensures that:

All potential and current employees, workers, customers, partners and stakeholders are treated fairly and with respect.
All individuals have the right to work in an environment free from discrimination. Harassment, Victimisation bullying or any other form of unwanted behaviour will not be tolerated.
No one is disadvantaged by conditions, requirements or practices which cannot be shown to be justifiable.
All decisions relating to recruitment, selection, development and promotion are made according to an individual’s ability and based on merit.
All employees have an equal chance to contribute and achieve their potential.
Information and training will be provided as necessary to workers to make sure that discrimination, harassment, victimisation and bullying are avoided, and the provisions of this policy are complied with.
Support is provided to those employees who have specific responsibility for ensuring compliance with this policy and who may be involved in dealing with any complaints that arise.

This policy aims to ensure that if inappropriate and unacceptable behaviour does occur, it will be dealt with in a serious, sensitive and confidential manner so that the matter can be resolved as quickly as possible for all concerned.

Harassment and Bullying

Harassment

Harassment is a form of discrimination that can be defined as conduct that is unreasonable, unwelcome, and offensive or that creates an intimidating, hostile or humiliating working environment. Whether the action was intended to cause offence or not, if the worker subjected to the behaviour finds it unacceptable and he or she feels damaged or harmed by it, this potentially constitutes harassment.

Bullying

Bullying means persistent or repeated unwarranted criticism, threats, abusive or insulting words, behaviour or written signs, either in public or private, which humiliate and affect the dignity of the individual. Bullying is identified by its effect on the worker.

The following are examples of bullying:

Verbal abuse
Excluding or isolating individuals
Psychological harassment
Assigning individuals meaningless tasks unrelated to their job
Giving individuals impossible assignments
Deliberately withholding information that is vital for effective work performance.
This list is not exhaustive.

Disciplinary Measures

Disciplinary action, up to and including dismissal, will be taken when an employee is found to have committed an act of unlawful discrimination, harassment or bullying.

Termination of Employment

MONDAPRO will monitor redundancy criteria and procedures to ensure that they are fair and objective and do not directly or indirectly discriminate. MONDAPRO is committed to monitoring the application of equal opportunities. Procedures will be regularly reviewed, and where necessary, they will be amended to ensure that everyone is treated fairly.

Responsibilities of Managers

It is the responsibility of managers to ensure that no unlawful discrimination or unacceptable behaviour takes place and to lead by example. Every manager has an obligation to prevent harassment/bullying and to take immediate action if such is identified.

Allegations of discrimination, harassment or bullying received either informally or formally through the Grievance Procedure must be dealt with promptly and sensitively. It may not always be appropriate for a line manager to be involved with a specific complaint. For example, if the complainant is male and wishes to speak to a male, but the manager is female or if the complaint relates to the conduct of the line manager. In such instances, the matter should be referred to the HR Department.

Responsibilities of all Workers

Promoting inclusion and eliminating any form of discrimination depends on the personal commitment of all workers, who must accept their personal responsibility in the implementation of this policy. Deliberate failure to observe the requirements of this policy will (where applicable) be subject to disciplinary action through MONDAPRO’s disciplinary procedure.

Handling Complaints of Discrimination/Harassment/Bullying

Managers will support any employee who complains about harassment, bullying or discrimination at work and will make sure that a full investigation takes place.

If an employee is harassed, bullied or suffers discrimination at work, they may want the matter to be dealt with informally at first. If the situation cannot be resolved informally, then the complainant has the right to pursue his or her complaint formally via MONDAPRO's Grievance Procedure.

The Manager or HR Manager will discuss the matter with the complainant and agree on a course of action. At any meeting, the complainant may be accompanied by a Trade Union representative or a colleague. The alleged harasser also will be given the opportunity to state their version of events to the manager and to also be accompanied by a Trade Union representative or colleague.

The complainant must be assured that he/she will not be discriminated against or victimised for raising a complaint in good faith. False allegations of a breach of this policy may, however, be considered a disciplinary offence. Where possible, confidentiality will be observed. However, there may be occasions when MONDAPRO cannot guarantee confidentiality and/or where allegations are sufficiently serious that MONDAPRO must investigate them and cannot (possibly due to the nature of the allegations) guarantee confidentiality. If you have any concerns about this, you should contact the HR Department.

Employee Assistance Programme

If an employee feels that they have been harassed, bullied or discriminated against, they may wish to use the confidential helpline for information and support, where confidentiality can be guaranteed. Also, support is available from the HR Department who are available to:

suggest ways to deal with the complaint
help to resolve the problem informally
advise on the Grievance Procedure
where appropriate (i.e. where it has been requested by an individual that a complaint is not dealt with via formal procedures and that HR assists with an intervention on the employee’s behalf) seek an undertaking from the "offender/s" to stop the behaviour which is causing the problem.

Communication

MONDAPRO is committed to ensuring that this policy is effective and that all workers are informed of this policy. MONDAPRO reserves the right to change or amend this policy from time to time.

Contact : info@mondapro.com

Hotline : +962797755077