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  • Internal Complaint Handling Procedures

    • DRA-1.1.5

      A CMSPs internal complaint handling procedures must provide for:

      (a) The receipt of written complaints;
      (b)The appropriate investigation of complaints;
      (c) An appropriate decision-making process in relation to the response to a client complaint;
      (d) Notification of the decision to the client; and
      (e) The recording of complaints.
      July 2010

    • DRA-1.1.6

      A CMSP's internal complaint handling procedures must be designed to ensure that:

      (a) All complaints are handled fairly, effectively and promptly;
      (b) Recurring or systemic problems are identified, investigated and remedied;
      (c) The number of unresolved complaints referred to the SRO and/or the CBB are minimized;
      (d) Complaints are investigated by an employee of sufficient competence who, where appropriate, was not directly involved in the matter which is the subject of a complaint;
      (e) The employee responsible for the resolution of complaints has the necessary authority to resolve complaints or has ready access to an employee who has the necessary authority; and
      (f) Relevant employees are aware of the CMSP's internal complaint handling procedures and comply with them.
      July 2010