DRA-1.1.6
A
(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