Complaints protocol

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.