reg 32
In forceCustomer service code to specify customer complaints and dispute resolution policy
Part 9Customer Information, Services and Obligations
32 Customer service code to specify customer complaints and dispute resolution policy
A customer service code must specify that a regulated entity must have a policy in relation to – customer complaints; and the resolution of disputes between the regulated entity and customers.
A customer service code must specify the information to be included in a policy referred to in subregulation (1).
A customer service code must specify that a regulated entity must provide, to a customer who has made a complaint to the regulated entity, written reasons of a decision made by the regulated entity in relation to the complaint.
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