Client complaints

For the purposes of this Module, a client complaint includes: "any complaint in relation to the provision of services by a CMSP in which the client alleges that he has suffered, or is likely to suffer financial prejudice as a result of the member or CMSP:

(a) Contravening or failing to comply with any instruction given by the client, or any agreement or mandate entered into with the client;
(b) Contravening or failing to comply with the rules and the directives;
(c) Acting dishonestly, negligently or recklessly; or
(d) Treating the client unreasonably, or unfairly."
Added: July 2011