Licensees must disclose, maintain and operate effective procedures for handling complaints in a reasonable and timely manner. These procedures include:

(a) Informing customers in writing of any out of court complaint and redress mechanism and methods for having access to it;
(b) Paying compensation or other forms of redress to customers where the licensee decides this is appropriate; and
(c) Regularly verifying if complaints are effectively processed.
October 2010