working order at the time of sale.
(3) A vendor shall ensure that its advertisements relating to the goods regulated
under the Act are unambiguous and factual.
7. Complaint handling procedures of licensees.
(1) A licensee shall provide easily understood information about its complaint
handling processes in various media and formats, including as specifically directed
by the Commission from time to time.
(2) A customer who wishes to lodge a complaint shall reduce the complaint in
writing and lodge it within six months from the date of the incident that the
complaint arises from.
(3) A licensee shall acknowledge the receipt of a complaint filed with it.
(4) A licensee shall where possible, advise a customer at the time of making the
complaint on the expected action, timing for investigation and resolution of the
complaint and in the event that the service provider regards the complaint as
frivolous or vexatious, the consumer shall be informed accordingly.
(5) A licensee shall resolve all complaints made by its customers within a
reasonable time.
(6) A licensee shall put in place a process to provide customer with sufficient
information and the means to inquire on the progress of complaints and the
processes may include complaint reference numbers or other identifiers in order to
facilitate timely and accurate responses to subsequent inquiries by customers.
(7) A licensee shall inform the customer of the outcome of the investigation of
their complaint, and any decision of the licensee.
(8) Where a customer is not satisfied with a decision made on a complaint, the
licensee shall give the customer the option of pursuing an identified escalation
process, where the decision may be examined by a suitably qualified person in the
licensee’s organisation.
(9) Where the consumer has already gone through the licensee’s escalation process
and the complaint has not been resolved to the consumer’s satisfaction, the
customer may refer the complaint to the Commission.