GR-10.5 GR-10.5 Response to Complaints
GR-10.5.1
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licensee must acknowledge in writingcustomer written complaints within 5 working days of receipt.Added: December 2018GR-10.5.2
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licensee must respond in writing to acustomer complaint within 4 weeks of receiving the complaint, explaining their position and how they propose to deal with the complaint.Added: December 2018Redress
GR-10.5.3
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licensee should decide and communicate how it proposes (if at all) to provide thecustomer with redress. Where appropriate, thelicensee must explain the options open to thecustomer and the procedures necessary to obtain the redress.Added: December 2018GR-10.5.4
Where a
licensee decides that redress in the form of compensation is appropriate, thelicensee must provide the complainant with fair compensation and must comply with any offer of compensation made by it which the complainant accepts.Added: December 2018GR-10.5.5
Where a
licensee decides that redress in a form other than compensation is appropriate, it must provide the redress as soon as practicable.Added: December 2018GR-10.5.6
Should the
customer that filed a complaint not be satisfied with the response received as per Paragraph GR-10.5.2, he can forward the complaint to the Consumer Protection Unit at the CBB within 30 calendar days from the date of receiving the letter.Amended: April 2020
Added: December 2018