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A licensee'sG internal complaint handling procedures must be designed to ensure that:

(a) All complaints are handled fairly, effectively and promptly;
(b) Recurring systems failures are identified, investigated and remedied;
(c) The number of unresolved complaints referred to the CBB is minimised;
(d) NThe employee responsible for the resolution of complaints has the necessary authority to resolve complaints or has ready access to an employee who has the necessary authority; and
(e) Relevant employees are aware of the licensee'sG internal complaint handling procedures and comply with them and receive training periodically to be kept abreast of changes in procedures.
Added: December 2018
(1 Version)
Dec 1 2018 onwards
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