A licensee's 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 customer complaint;
(d) Notification of the decision to the customer;
(e) The recording of complaints; and
(f) How to deal with complaints when a business continuity plan (BCP) is operative.
Added: December 2018