1. The Secretariat will forward a copy of the complaint to the member concerned together with any additional information which it seems to be appropriate.
2. The member will have 14 (fourteen) days to attempt to resolve the complaint directly with the complainant and will advise the Secretariat of any resolution achieved.
3. If the Complainant confirms that the member has addressed the complaint then the complaint will be deemed to have been resolved and the secretariat will take no further action.
4. If the complainant is not satisfied that the complaint has been satisfactorily resolved within 14 (fourteen) days, then the Secretariat will notify the member that it has 5 (five) days from the date of delivery of any such notification to respond to the complaint in writing and to provide any additional information that it deems to be appropriate.
5. Following the receipt of the member’s response, or the expiry of the time period for the delivery of any such response, the Secretariat will assign the complaint to a Complaints Officer for investigation.
6. The Complaints Officer must carefully review:
6.1 the complaint;
6.2 any response the member has made to the complaint;
6.3 the Code;
6.4 the relevant legal requirements; and
6.5 any other material relevant to the complaint, as supplied by the complainant and / or the member.
7. The Complaints Officer may request that the complainant and / or the member furnish additional information relating to the complaint.
8. An Complaints Officer will be required to resolve any dispute of fact on a balance of probabilities.
9. On the basis of all of the information and evidence presented, the Complaints Officer will determine whether there has been a breach of the Code. Each case will be considered and decided on its own merits.