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  • 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