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BC-4.4.1

A licensee's internal complaint handling procedures must provide for:

(a) The receipt of written complaints;
(b) The appropriate investigation of complaints;
(c) An appropriate decision-making process in relation to the response to a customer complaint;
(d) Notification of the decision to the customer;
(e) The recording of complaints; and
(f) How to deal with complaints when a business continuity plan (BCP) is operative.
January 2014