Purpose
Surge is committed to resolving disputes quickly, fairly, and professionally. The purpose of this policy is to maintain trust and accountability across the Surge ecosystem.
When disagreements arise, whether about commissions, project handling, communication, or compliance, the goal is to reach resolution through respectful communication and proper internal channels before escalation becomes necessary.
Scope
This policy applies to all Surge members (Scouts, Strategists, and Mentors), EPC and financing partners, product vendors, and internal team members.
It covers any dispute or concern related to:
Compensation or commission distribution
Project ownership or attribution
Contractual misunderstandings
Partner performance or communication issues
Policy violations or compliance matters
Guiding Principles
Fairness and Impartiality
All parties involved in a dispute will be treated with respect and given an equal opportunity to share information and evidence.
Confidentiality
Dispute information is handled confidentially and shared only with those directly involved in resolution.
Documentation
All communications, evidence, and agreements related to a dispute must be documented in writing for record-keeping and transparency.
Timeliness
Disputes should be reported and addressed as soon as possible to prevent escalation or misunderstandings.
Internal Resolution Process
Direct Communication
Whenever possible, disputes should first be addressed directly between the parties involved. Open, respectful communication often resolves issues without the need for escalation.
Mentor or Team Leader Mediation
If the issue involves two members or a partner relationship, a Mentor or Surge team leader may act as a neutral mediator to facilitate understanding and agreement.
Formal Escalation
If resolution cannot be achieved through discussion, the issue may be formally escalated to Surge leadership.
To do so, submit an email to [email protected] with:
A detailed description of the issue
Supporting documentation (emails, screenshots, or contracts)
A summary of prior communication attempts
The compliance or leadership team will review the case and respond within 5–10 business days with next steps.
Final Review and Arbitration
If an internal resolution cannot be reached through standard channels:
Surge may initiate a final review led by the COO or designated executive leadership member.
In cases involving contractual disputes, the Independent Contractor Agreement or Partner Agreement may specify binding arbitration as the final method of resolution.
Arbitration will occur in the company’s primary operating jurisdiction and follow applicable state and federal laws.
Outcomes
Possible outcomes may include:
Clarification or correction of a misunderstanding
Adjustment or confirmation of compensation amounts
Formal written warning or compliance action
Policy updates or procedural improvements to prevent recurrence
Surge’s goal is always to resolve disputes in a way that upholds fairness, professionalism, and long-term collaboration.
Summary
Stage | Description | Typical Outcome |
Direct Resolution | Members discuss and resolve issue privately | Mutual agreement |
Mediation | Mentor or team leader facilitates dialogue | Clarified understanding |
Formal Escalation | Issue reviewed by Surge compliance or leadership | Written resolution or decision |
Final Review / Arbitration | Formal review or binding arbitration if needed | Final decision under contract terms |