17.2.1The Licensed Person must assign a dedicated phone number and an email ID for its customers to lodge their complaints;
17.2.2The designated phone number and the email ID must be printed on all receipts given to the customer and also must be displayed at a prominent location in the licensed premises;
17.2.3The Licensed Person must appoint/designate, subject to Paragraph 17.2.4 of this Chapter, an officer for handling customer complaints at its Head Office. The responsibilities of this officer must include the following:
a)Receive complaints from customers either directly or through the branches;
b)Record all complaints irrespective of its nature in a separate register;
c)Resolve customer complaints; and
d)Submit periodical reports to the Manager in Charge.
17.2.4Depending on the nature, size and complexity of the business, the Licensed Person may appoint a dedicated Officer to handle customer complaints or combine this role with another suitable function subject to the conditions under Paragraphs 7.2.4 (a) of Chapter 7, 16.4.7 (a) and 16.5.1 (g) of Chapter 16;
17.2.5Appropriate registers and log sheets must be maintained to record all customer complaints. Adequate entries must be made in such registers to demonstrate when the complaint was received or how and when it was resolved; and
17.2.6All customer complaints must be dealt with fairly and promptly.