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  • 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