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  • Objectivity

    • C4-3.4.7

      Complaints must be addressed in an equitable, objective, unbiased and efficient manner. The following measures must be implemented in this respect:

      (a) Impartiality:
      i. Measures must be taken to protect the person the complaint is made against from bias;
      ii. The investigation must be carried out by a person independent of the person complained about.
      (b) Confidentiality:
      i. Ensure confidentiality for staff who have a complaint made against them and the details must only be known to those directly concerned;
      ii. Customer information must be protected and not disclosed, unless the customer consents otherwise; and
      iii. Protect the customer and customer’s identity as far as is reasonable to avoid deterring complaints due to fear of inconvenience or discrimination.
      Added: January 2022