C4-3.4.7
Complaints must be addressed in an equitable, objective, unbiased and efficient manner. The following measures must be implemented in this respect:
(a) Impartiality:
i. Measures must be taken to protect the person the complaint is made against from bias;
ii. The investigation must be carried out by a person independent of the person complained about.
(b) Confidentiality:
i. 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.
Added: January 2022