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  • GR-10.2 GR-10.2 Documenting Customer Complaints Handling Procedures

    • GR-10.2.1

      In order to make customer complaints handling procedures as transparent and accessible as possible, all licensees must document their customer complaints handling procedures. These include setting out in writing:

      (a) The procedures and policies for:
      (i) Receiving and acknowledging complaints;
      (ii) Investigating complaints;
      (iii) Responding to complaints within appropriate time limits;
      (iv) Recording information about complaints;
      (v) Identifying recurring system failure issues;
      (b) The types of remedies available for resolving complaints; and
      (c) The organisational reporting structure for the complaints handling function.
      Added: December 2018

    • GR-10.2.2

      Licensees must provide a copy of the procedures to all relevant staff, so that they may be able to inform customers. A simple and easy-to-use guide to the procedures must also be made available to all customers, on request, and when they want to make a complaint.

      Added: December 2018

    • GR-10.2.3

      Licensees are required to ensure that all financial services related documentation provided to the customer includes a statement informing the customer of the availability of a simple and easy-to-use guide on customer complaints procedures in the event the customer is not satisfied with the services provided.

      Added: December 2018