Paragraph 8 Resolution of complaints and disputes

define the categories of complaints and explain how each will be dealt with;

ensure information on how to make complaints is readily accessible to members, licensees and potential licensees;

provide reasonable assistance to a complainant when forming and lodging a complaint;

specify who will handle a complaint on behalf of the relevant licensing body;

indicate the timeframe for the handling of a complaint;

provide that the relevant licensing body must give a written response to each complaint made in writing;

provide that the relevant licensing body must give a written decision where appropriate for each complaint and give reasons for that decision;

ensure that the relevant licensing body makes adequate resources available for the purpose of responding to complaints; and

provide that the relevant licensing body must regularly review its complaint handling procedure and dispute resolution procedures to ensure they comply with the specified criteria.