The complaints protocol describes the way in which the Complaints Handling Department will proceed when handling complaints.
The protocol deals with the following:
- the procedure of complaints handling by the department;
- the investigation methods used by the department when performing its task; and
- the investigatory powers of the department.
The protocol as a guide
The complaints protocol of the Complaints Handling Department is a public document. It describes the different steps in handling complaints. It serves as a guide for the Complaints Handling Department when handling complaints. The department brings the protocol to the attention of everyone involved in the complaints handling.