BC-2.11.2
Past version: Effective from 01 Jul 2007 to 30 Sep 2011
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On receiving complaints from
(a) Acknowledge complaints promptly, and provide customers with an explanation about how the complaint will be handled and any actions required of the customer ;
(b) Consider and handle complaints fairly and promptly, keeping customers informed of progress; and
(c) Provide final responses to customers' complaints without undue delay.
Amended: January 2007