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 Authority will follow, upon receiving a complaint against a licensee and any other specified entities under the regulatory scope of the Authority, and complaints in respect to the way in which the Authority has carried out its functions.
For the purposes of this guidelines “complaint” means any expression of dissatisfaction about;
- the manner in which the Authority has carried out its functions;
- the conduct of the Authority’s management, employees or persons acting on its behalf in the purported exercise of such functions; and
- 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 Authority. All mandatory fields indicated on the form must be completed.