Regulation 20 Record of complaints

(1)

An operator is required to keep a record containing—

(a)

the particulars set out in paragraph (2) of any complaint made in respect of a pedicab booking operated by them at their operating centre; and

(b)

the particulars set out in sub-paragraphs (2)(d), (e), and (f) of any other complaint made in respect of their undertaking as an operator at that centre.

(2)

In relation to each complaint. the particulars referred to in paragraph (1) are—

(a)

the date of the related booking;

(b)

the name of the pedicab driver who carried out the pedicab booking;

(c)

the pedicab vehicle identification number;

(d)

the name of the complainant and any address, telephone number or other contact details provided by them;

(e)

the nature of the complaint; and

(f)

details of any investigation carried out and subsequent action taken as a result.