This policy is intended to ensure that we handle complaints fairly, efficiently and

effectively.

Our complaint management system is intended to:

• enable us to respond to issues raised by people making complaints in a

timely and cost-effective way

• boost public confidence in our administrative process, and

• provide information that can be used by us to deliver quality improvements

in our products, services, staff and complaint handling.

This policy provides guidance to our staff and people who wish to make a

complaint on the key principles and concepts of our complaint management

system.complaint handeling policy ADS