Service Provider Codes of Practice and Complaints Procedures

The Regulations state that a service provider must have a code of practice for handling complaints.

A service provider’s code of practice should provide for the following:

  • the first point of contact for complainants;
  • a means of recording complaints;
  • a time frame within which the service provider concerned shall respond to complaints;
  • procedures for resolving complaints;
  • appropriate cases where reimbursement of payments, and payments in settlement of losses incurred, will be made;
  • the retention of records of complaints (for a period of not less than one year following the resolution of the complaint).