Complaint Management Process
Complaint
All complaints received are managed by Complaint Unit
Acknowledgement
All complaints are acknowledged within 24 hours on a working day
Investigation
Investigate and liaise with the relevant parties to resolve the complaint
Resolution
All complaints are resolved within 14 days and for complicated cases, complainant will be notified in writing on the need for an extension of time
Redress
Provide information on the relevant bodies to customers to pursue the next course of action
