Once again, it’s important to remember that IRs are not employees of the company and cannot be called ‘sales representatives’. They are independent representatives, running their own business. As a company, QNET always ensures compliance with local laws and regulations.
When a customer decides to become an IR, he must sign and agree to a comprehensive Policies & Procedures document that provides the guidelines for conducting the business in an ethical manner. The company provides a wide variety of marketing collaterals such as magazines, newsletters, brochures, product profiles and videos to help the IR promote QNET’s products.
WE conduct regular training programmes in different countries to educate IRs on QNET’s compensation plan, business model, products and, most importantly, the importance of ethical and professional marketing.
There are also ethical and professional guidelines, which all IRs have to adhere to without exception. If disciplinary or other issues arise, they are dealt with strictly. Disciplinary action can range from having to show cause to the complaints or charges levelled, leading to suspension and/or termination.
We also have a well-established Network Compliance Department (“NCD”) that is assigned to monitor network behaviour and ensure that IRs are conducting their business professionally and ethically. The NCD thoroughly investigates all complaints or claims against our IRs, and appropriate action is taken based on the findings of such investigations.
QNet has a strong code of ethics for IRs to model their behaviour on. We also have a dedicated training program titled QNET Pro that focusses on teaching IRs the basics of the QNET business, the Do’s and Don’ts, building a sustainable business through ethical practices and being a professional business leader.
At QNET, we pursue a zero-tolerance policy for any misrepresentation or unethical practices of Independent Representatives (IRs) promoting the business. Genuine complaints are dealt with firmly. In fact, over a period of last 5 years, the company has terminated over 750 IRs who have been found to be in violation of our policies and procedures. We have a well-established redressal system for addressing any IR/customer complaints including misrepresentations by the IRs. There is a dedicated network compliance department that monitors the network of Independent Representatives.
However, we can only take action if the complaint or grievance is brought to the company’s attention. We have a very clear 30-day refund policy. If a person has
been fraudulently made to purchase a product and registered as a distributor, without realising what they were getting into, they can cancel their order and terminate their contract with us within the 30-day period, and give us the details of the person who misled them. We will refund the person and take necessary action against the person who misrepresented.
If any customer has a product or service-related grievance, QNET will take full responsibility for it. We have a multilingual customer contact centre that deals with customer grievances through phone and e-mail. Details of our customer support, known as the Global Support Group (GSG), are available on our website. Currently we serve our customers in 15 languages.
Our IRs do not ‘sell’ the products and services in the traditional manner. They just have to refer our products and services to prospective customers and are compensated in commissions when such customers make a purchase and in accordance with our compensation plan. Product prices are fixed. An IR cannot control or influence pricing in any way. A new customer makes the purchase directly from the company.