BC-9.3.17
Past version: Effective from 01 Oct 2011 to 31 Dec 2011
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General principles for objectivity in the complaints handling process include:
(a) Openness:
Process must be clear and well publicised so that both staff and customers can understand.
Process must be clear and well publicised so that both staff and customers can understand.
(b) Impartiality:
(i) Protect the person the complaint is made against from bias;
(ii) Emphasis must be placed on resolution not blame; and
(iii) Investigation must be carried out by a person independent of the person complained about.
(c) Accessibility:
(i) 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:
Finding relevant facts, talking to both sides, establishing common ground and verifying explanations must occur wherever possible;
Finding relevant facts, talking to both sides, establishing common ground and verifying explanations must occur wherever possible;
(e) Equitability:
Give equal treatment to all people.
Give equal treatment to all people.
(f) Sensitivity:
Each complaint must be treated on its merits and paying due care to individual circumstances.
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 he/ she 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:
Conventional bank 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;
The process must be free of charge to customers;
(k) Customer Focused Approach:
(i) Conventional bank licensees must have a customer focused approach;
(ii) Conventional bank licensees must be open to feedback; and
(iii) Conventional bank licensees must show commitment to resolving problems.
(l) Accountability:
Conventional bank 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 theconventional bank licensee .
Continual improvement of the complaints handling process and the quality of products and services must be a permanent objective of the
October 2011