BC-4.3.18
General principles for objectivity in the complaints handling process include:
(a) Openness:
The process must be clear and well publicised so that both staff and customers can understand.
The process must be clear and well publicised so that both staff and customers can understand.
(b) Impartiality:
(i) Measures must be taken to protect the person the complaint is made against from bias;
(ii) Emphasis must be placed on resolution of the complaint not blame; and
(iii) The investigation must be carried out by a person independent of the person complained about.
(c) Accessibility:
(i) The insurance licensee 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:
The complaints officer must find the relevant facts, talk to both sides, establish common ground and verify explanations wherever possible;
The complaints officer must find the relevant facts, talk to both sides, establish common ground and verify explanations wherever possible;
(e) Equitability:
Give equal treatment to all parties.
Give equal treatment to all parties.
(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 the customer 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:
insurance 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) Insurance licensees must have a customer focused approach;
(ii) Insurance licensees must be open to feedback; and
(iii) Insurance licensees must show commitment to resolving problems.
(l) Accountability:
Insurance licensees must ensure accountability for reporting actions and decisions with respect to complaints handling; and
(m) Continual improvement:
Continual improvement of the complaints handling process and the quality of products and services must be a permanent objective of theinsurance licensees .
Continual improvement of the complaints handling process and the quality of products and services must be a permanent objective of the
Amended: January 2012
Added: October 2011
Added: October 2011