BC-4.4 BC-4.4 Internal Complaint Handling Procedures
BC-4.4.1
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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 acustomer complaint;(d) Notification of the decision to thecustomer ;(e) The recording of complaints; and(f) How to deal with complaints when a business continuity plan (BCP) is operative.January 2014BC-4.4.2
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licensee's 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) The 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 thelicensee's internal complaint handling procedures and comply with them and receive training periodically to be kept abreast of changes in procedures.January 2014