PART 2 : Rules of the Code

1. Provision of Information A. Fundamental Principles for Service Providers 1.1 The fundamental principles below govern the Service Providers and should be read in conjunction with and be subject to other general guidelines such as frameworks and determinations already issued and stated hereunder, as well as frameworks and determinations to be issued by MCMC and…

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PART 3 : Complaints Handling

1. Complaint Handling System Implement complaint handling system process based on following principles. Visibility & Accessibility Special Needs Responsiveness Charges Further recourse Suspension charges Internal data collection and Analysis Review Changes to complaint handling processes Retention of records General These rules refer to the processing of non-written (via telephone and walk in Customer) and written…

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PART 5 : Reporting

1. Overview 1.1 The Consumer Forum will provide regular progress reports to assist it in its ongoing monitoring and review of Codes. The progress reports will document: identified breaches of each Code as specified in Part 6, 1.2 (d) (section on Sanctions), and the remedial action taken (on an anonymous basis); instances of rejection of…

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