C4-3.4.3
For the purposes of Paragraph C4-3.4.1, customer complaints handling procedures must include the following:
(a) The procedures and policies for:
(i) Receiving and acknowledging complaints;
(ii) Investigating complaints;
(iii) Responding to complaints within appropriate time limits;
(iv) Recording information about complaints;
(v) Identifying recurring system failure issues.
(b) The types of remedies available for resolving complaints; and
(c) The periodic reporting of customer complaints and concerns to the Board and senior management .
Added: January 2022