Problem Resolution

Jones Fuel Co. encourages an open and frank atmosphere in which any problem, complaint, suggestion, or question receives a timely response from Jones Fuel Co. supervisors and management.

Jones Fuel Co. tries hard to ensure fair and honest treatment of all employees. We expect supervisors, managers, and employees to treat each other with mutual respect. We encourage employees to give positive and constructive criticism to each other.

If you disagree with Jones Fuel Co. rules of conduct, policies, or practices, you can state your concerns through the problem resolution procedure described in this policy. You will not be penalized, formally or informally, for making a complaint as long as you do it in a reasonable, business-like manner. You will also not be penalized for using this problem resolution procedure.

If a situation occurs when you believe that a condition of employment or a decision that affects you is not fair, you are encouraged to use the following problem resolution steps. You may stop the procedure at any step.

1. You present the problem to your supervisor within 5 calendar days after the incident occurs. If your supervisor is unavailable or you believe it would be inappropriate to discuss it with your supervisor, you may present the problem to the Executive Office or any other member of management.

2. Your supervisor responds to the problem during discussion or within 5 calendar days after consulting with appropriate management, when necessary. Your supervisor documents the discussion.

3. You present the problem to the Personnel Department within 5 calendar days if the problem is not resolved.

4. The Personnel Department counsels and advises you, helps you to put the problem in writing, visits with your managers, if necessary, and directs you to the Senior Management for a review of the problem.

5. You present the problem to the Senior Management in writing.

6. The Senior Management reviews and considers the problem. The Senior Management informs you of the decision within 5 calendar days and forwards a copy of the written response to the Personnel Department for your file. The Senior Management has full authority to make any adjustment that is determined to be appropriate to resolve the problem.

Not every problem can be resolved to everyone's total satisfaction. However, we believe that honest discussion and listening to each other will build confidence between employees and management and help make Jones Fuel Co. a better place to work.

Policy No.  718  Effective Date:  3/4/2002  Revision Date:  2/15/2002