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  • GR-10.1 GR-10.1 General Requirements

    • GR-10.1.1

      All licensees must have appropriate customer complaints handling procedures and systems for effective handling of complaints, whether received directly by the licensee or through other parties connected to the licensee.

      Added: December 2018

    • GR-10.1.2

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

      Added: December 2018

    • GR-10.1.3

      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.

      Added: December 2018

    • GR-10.1.4

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

      Added: December 2018