BC-2.1 BC-2.1 Overarching Principles
BC-2.1.1
In the course of
regulated money changer services ,licensees must:(a) Act with due skill, care and diligence in all dealings withcustomers ;(b) Act fairly and reasonably in all dealings withcustomers ;(c) Identifycustomers ' specific requirements in relation to the services about which they are enquiring;(d) Provide sufficient information to enablecustomers to make informed decisions when purchasing services offered to them, as listed under Paragraph BC-2.5.2 of the Appendix;(e) Provide sufficient and timely documentation tocustomers to confirm that their transaction arrangements are in place and provide all necessary information about their rights and responsibilities, as listed under Paragraph BC-2.5.3 of the Appendix;(f) Maintain fair treatment ofcustomers through the lifetime of thecustomer relationships, and ensure thatcustomers are kept informed of important events;(g) Ensure complaints fromcustomers are dealt with fairly and promptly, in accordance with the Rules under Section BC-2.3;(h) Ensure that all information provided tocustomers is clear, fair and not misleading, and appropriate tocustomers ' information needs; and(i) Take appropriate measures to safeguard any money and precious metals handled on behalf ofcustomers and maintain confidentiality ofcustomer information.October 2010