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A licensee'sG internal complaint handling procedures must provide for:

(a) The receipt of written complaints;
(b) The appropriate investigation of complaints;
(c) An appropriate decision-making process in relation to the response to a customerG complaint;
(d) Notification of the decision to the customerG ;
(e) The recording of complaints; and
(f) How to deal with complaints when a business continuity plan (BCP) is operative.
Added: December 2018
(1 Version)
Dec 1 2018 onwards
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