• BC-4.1 BC-4.1 General Requirements

    • BC-4.1.1

      All licensees must have appropriate customer complaints handling procedures and systems for effective handling of complaints.

      January 2014

    • BC-4.1.2

      Customer complaints procedures must be documented appropriately and their customers must be informed of their availability.

      January 2014

    • BC-4.1.3

      All licensees must appoint a customer complaints officer and publicise his/ her contact details at all departments and branches and on the licensee's website. The customer complaints officer must be of a senior level at the licensee and must be independent of the parties to the complaint to minimise any potential conflict of interest.

      January 2014

    • BC-4.1.4

      The position of customer complaints officer may be combined with that of compliance officer.

      January 2014