1. The role of the Ombudsman is to field complaints from Employees and Business Partners who, after exhausting the redress procedures, decision review mechanisms and other dispute settlement processes made available to them, have received either no response or an unsatisfactory response from the Responsible Persons Concerned at the SAQ and to handle these complaints in accordance with the procedure described herein.
2. In these rules:
a) “Business Partners” means any supplier of goods and services to the SAQ, any promotional agent for a supplier of alcoholic beverages and any holder of a permit issued under the Act respecting liquor permits (RSQ, c. P‑9.1) and their respective associations, but excluding customers with regard to products purchased or services received in an outlet;
b) “Complainant” means an Employee or a Business Partner who submits a complaint to the Ombudsman;
c) “Employee” means any SAQ employee, including full-time, part-time, temporary and contractual, unionized and non-unionized, managerial and regular employees;
d) “Employee Complaint” means any accusation by an Employee who considers himself personally harmed by another Employee as the result of discrimination, unfairness, harassment, exclusion or violence at the workplace, with the exception of disputes regarding the interpretation or application of a collective agreement or of the recourse procedures specified in the document attached to the protocole d’entente (Memorandum of Understanding) between the SAQ and the ADDS/SAQ relative to disciplinary measures;
e) “Responsible Person Concerned” means, in cases involving an Employee Complaint, the Employee’s immediate or hierarchic superior and, in all other cases, the manager or vice-president of the unit concerned by the complaint, or the President and Chief Executive Officer;
f) “SAQ” means the Société des alcools du Québec.
3. The Ombudsman shall also advise the President and Chief Executive Officer, upon request, of any complaint that has an impact on the SAQ’s relations with its Business Partners.
4. The President and Chief Executive Officer, the Chairman of the Board or the Governance, Ethics and Communications Committee may ask the Ombudsman to investigate and report on special assignments.
5. At meetings, the Ombudsman may be asked to provide feedback on the policies and practices adopted by the SAQ.
6. If the Ombudsman discovers new situations that he deems to be a cause for concern, he may inform the President and Chief Executive Officer, the Chairman of the Board and the Governance, Ethics and Communications Committee of them.
7. The Board of Directors of the SAQ, on the recommendation of the Governance, Ethics and Communications Committee, shall appoint the Ombudsman and set his work conditions. The President and Chief Executive Officer shall ensure that the resources necessary to carry out the Ombudsman’s duties are placed at his disposal.