The standard procedure of the complaints-management system
consists of three steps: (i) complaints are sent to the complaint management
system; (ii) the complaints are categorised and each
complaint is passed to the department responsible for the issue;
and (iii) the responsible department should reply to the complainant
promptly regarding the proposed action and timeframe for
improvement of the service that is the subject of the complaint.
The system includes monitoring to ensure that staffs complete
the required tasks within three days of the complaint being
received.