Complaints Handling Procedures

1. Any Complaint received by the Bureau shall be screened by the Bureau Secretary who must first be satisfied that there is some substance in the Complaint, and that the Complaint falls within the Terms of Reference of the Bureau.
   
   
2. The Bureau shall refer the Complaint to the Member for a reply. Unless the Member settles the Complaint, or the Complaint is determined to be groundless at this stage by the Bureau, the Bureau shall pass the Complaint to three Honorary Secretaries for their opinions in accordance with the rules, practice and procedures regarding the handling of Complaints determined by the Complaints Panel and Article 82 of the Articles of Association of the Bureau.
   
   
3. Following receipt of the advisory reports from the Honorary Secretaries in relation to any Complaint, the Bureau shall refer any recommendation for settlement to the Member for reconsideration. Unless the Member settles the Complaint at this stage, the Bureau shall pass the Complaint together with the advisory reports of the Honorary Secretaries to the Complaints Panel for final determination.
   
   
4. Following any meeting or hearing of a Complaint, the Complaints Panel may upon resolution by the members of the Complaints Panel facilitate the satisfactory settlement or withdrawal of the Complaint by making an Award against the Member against whom the Complaint is made, or making a recommendation, or dismissing the Complaint.

Complaints Handling Flow Chart
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