Complaints against the Commission

The Commission is committed to acting professionally and fairly at all times and we aim to ensure that any complaints about our actions or omissions are handled fairly and consistently.

If you have been directly affected by our actions, or if you have a direct involvement or interest in the subject of a complaint, you may complain to us about the way the Commission has carried out or failed to carry out its role.


Complaints against Licence Holders

The Commission expects each licence holder to establish and maintain effective complaints-handling systems and procedures. This should, as a minimum, include:

  1. Maintaining adequate records of complaints received and any compensation agreed;
  2. Informing customers of the procedures for dealing with complaints;
  3. The provision of an initial response acknowledging receipt of a complaint and a written response outlining a final decision.