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  • 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