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  • GR-10.3 GR-10.3 Principles for Effective Handling of Complaints

    • GR-10.3.1

      Adherence to the following principles is required for effective handling of complaints:

      Added: December 2018

    • Visibility

      • GR-10.3.2

        "How and where to complain" must be well publicised to customers and other interested parties, in both English and Arabic languages.

        Added: December 2018

    • Accessibility

      • GR-10.3.3

        A complaints handling process must be easily accessible to all customers and must be free of charge.

        Added: December 2018

      • GR-10.3.4

        While a licensee's website is considered an acceptable mean for dealing with customer complaints, it should not be the only means available to customers as not all customers have access to the internet.

        Added: December 2018

      • GR-10.3.5

        Process information must be readily accessible and must include flexibility in the method of making complaints.

        Added: December 2018

      • GR-10.3.6

        Support for customers in interpreting the complaints procedures must be provided, upon request.

        Added: December 2018

      • GR-10.3.7

        Information and assistance must be available on details of making and resolving a complaint.

        Added: December 2018

      • GR-10.3.8

        Supporting information must be easy to understand and use.

        Added: December 2018

    • Responsiveness

      • GR-10.3.9

        Receipt of complaints must be acknowledged in accordance with Section GR-10.5 "Response to Complaints".

        Added: December 2018

      • GR-10.3.10

        Complaints must be addressed promptly in accordance with their urgency.

        Added: December 2018

      • GR-10.3.11

        Customers must be treated with courtesy.

        Added: December 2018

      • GR-10.3.12

        Customers must be kept informed of the progress of their complaint, in accordance with Section BC-10.5.

        Added: December 2018

      • GR-10.3.13

        If a customer is not satisfied with a licensee's response, the licensee must advise the customer on how to take the complaint further within the organisation.

        Added: December 2018

      • GR-10.3.14

        In the event that they are unable to resolve a complaint, licensees must outline the options that are open to that customer to pursue the matter further, including, where appropriate, referring the matter to the Consumer Protection Unit at the CBB.

        Amended: April 2020
        Added: December 2018

    • Objectivity and Efficiency

      • GR-10.3.15

        Complaints must be addressed in an equitable, objective, unbiased and efficient manner.

        Added: December 2018

      • GR-10.3.16

        General principles for objectivity in the complaints handling process include:

        (a) Openness:

        The process must be clear and well publicised so that both staff and customers can understand;
        (b) Impartiality:
        (i) Measures must be taken to protect the person the complaint is made against from bias;
        (ii) Emphasis must be placed on resolution of the complaint not blame; and
        (iii) The investigation must be carried out by a person independent of the person complained about;
        (c) Accessibility:
        (i) The licensee must allow customer access to the process at any reasonable point in time; and
        (ii) A joint response must be made when the complaint affects different participants;
        (d) Completeness:

        The complaints officer must find relevant facts, talk to both sides, establish common ground and verify explanations wherever possible;
        (e) Equitability:

        Give equal treatment to all parties;
        (f) Sensitivity:

        Each complaint must be treated on its merits and paying due care to individual circumstances;
        (g) Objectivity for personnel — complaints handling procedures must ensure those complained about are treated fairly which implies:
        (i) Informing them immediately and completely on complaints about performance;
        (ii) Giving them an opportunity to explain and providing appropriate support;
        (iii) Keeping them informed of the progress and result of the complaint investigation;
        (iv) Full details of the complaint are given to those the complaint is made against prior to interview; and
        (v) Personnel must be assured they are supported by the process and should be encouraged to learn from the experience and develop a better understanding of the complaints process;
        (h) Confidentiality:
        (i) In addition to customer confidentiality, the process must ensure confidentiality for staff who have a complaint made against them and the details must only be known to those directly concerned;
        (ii) Customer information must be protected and not disclosed, unless the customer consents otherwise; and
        (iii) Protect the customer and customer's identity as far as is reasonable to avoid deterring complaints due to fear of inconvenience or discrimination;
        (i) Objectivity monitoring:

        Licensees must monitor responses to customers to ensure objectivity which could include random monitoring of resolved complaints;
        (j) Charges:

        The process must be free of charge to customers;
        (k) Customer Focused Approach:
        (i) Licensees must have a customer focused approach;
        (ii) Licensees must be open to feedback; and
        (iii) Licensees must show commitment to resolving problems;
        (l) Accountability:

        Licensees must ensure accountability for reporting actions and decisions with respect to complaints handling;
        (m) Continual improvement:

        Continual improvement of the complaints handling process and the quality of products and services must be a permanent objective of the licensee.
        Added: December 2018