INTERNAL DISPUTE RESOLUTION (IDR) POLICY

1. Purpose

The purpose of this Internal Dispute Resolution (IDR) Policy is to establish a structured process for resolving disputes internally within MyFirstPropertyFinance (“Company”). This policy is designed to ensure fair, transparent, and prompt resolution of disputes to the satisfaction of all parties involved.

2. Scope

This IDR policy applies to all stakeholders, including but not limited to customers, clients, employees, and business partners, who may have a dispute with MyFirstPropertyFinance.

3. Principles

• Fairness: The IDR process will be fair, unbiased, and impartial.
• Transparency: All parties involved will be informed about the steps of the resolution process and the expected timelines.
• Confidentiality: The IDR process will be conducted in a confidential manner, respecting the privacy of all parties.
• Prompt Resolution: The Company is committed to resolving disputes in a timely manner.

4. Initiating the IDR Process

• Informal Resolution: Parties involved are encouraged to attempt an informal resolution of the dispute by discussing the matter directly with the involved party or their immediate supervisor.
• Formal Complaint: If an informal resolution is not possible, the party with the dispute may submit a formal complaint in writing to the designated IDR contact within the Company. The written complaint should include a clear description of the issue, relevant details, and desired resolution.

5. IDR Process Steps

1. Receipt of Complaint: The IDR contact will acknowledge receipt of the written complaint within [X] business days.
2. Investigation: The Company will conduct a thorough investigation into the matter. All relevant parties may be interviewed, and any necessary documents or evidence will be reviewed.
3. Resolution Proposal: Based on the investigation, the IDR contact will propose a resolution to the dispute. This proposal will be communicated in writing to the party with the dispute within [X] business days of completing the investigation.
4. Discussion and Agreement: The parties involved will discuss the proposed resolution with the IDR contact. Modifications to the proposal may be considered during this stage. If an agreement is reached, it will be documented in writing.
5. Appeal Process: If the parties are unable to reach an agreement or if either party is dissatisfied with the proposed resolution, an appeal process may be initiated. The appeal will be reviewed by a designated authority not involved in the initial IDR process.
6. Final Decision: The final decision will be communicated in writing to all parties involved within [X] business days of the conclusion of the appeal process.

6. Review and Improvement

This IDR Policy will be periodically reviewed to ensure its effectiveness. Any necessary adjustments or improvements will be made to enhance the dispute resolution process.