Complaints Handling & Dispute Resolution
This guidance sets out expectations for how licensed entities must handle complaints and explains the Authority’s role in reviewing unresolved disputes.
Purpose of This Guidance
This document explains the minimum standards for complaints handling by licensees and outlines how disputes may be escalated where resolution is not achieved.
Licensee Responsibilities
Licensees are expected to maintain a clear, accessible complaints handling process. Complaints should be acknowledged promptly, assessed objectively, and resolved within reasonable timeframes.
Minimum Complaints Handling Standards
- Documented complaints procedure available to clients
- Dedicated contact channel for complaints
- Timely acknowledgment and response
- Fair and reasoned decision-making
- Recordkeeping of complaints and outcomes
Escalation and Internal Review
Where a complaint is not resolved at first instance, licensees should provide an internal escalation mechanism and conduct an independent review.
Role of the Authority
The Authority does not act as a substitute dispute resolution forum. However, unresolved complaints may inform supervisory engagement or review of a licensee’s conduct.
Information for Complainants
Complainants should first exhaust the licensee’s internal complaints process. Where concerns relate to licensing scope, misrepresentation, or systemic conduct, information may be submitted to the Authority for review.
Conclusion
Effective complaints handling supports trust, transparency, and fair treatment. Licensees are expected to treat complaints as a governance and conduct matter, not an administrative inconvenience.