Complaints Handling

Complaints Handling

The Authority is obliged to recognize the need for transparency and fairness.

In this regard, the Complaints Handling Guideline document establishes the procedure that the Commission will follow, upon receiving a complaint against a licensee and any other specified entities under the regulatory scope of the Commission, and complaints in respect to the way in which the Commission has carried out its functions.

For the purposes of this guidelines “complaint” means any expression of dissatisfaction about;

  1. the manner in which the Commission has carried out its functions;
  2. the conduct of the Commission management, employees or persons acting on its behalf in the purported exercise of such functions; and
  3. complaints connected with the operations or management of licensees.

It is mandatory for complainants to fill in the below Complaints Handling Form before any complaint is investigated by the Commission. All mandatory fields indicated on the form must be completed.