1. COMPLAINT MANAGEMENT POLICY Policy

The DSA Managementis responsible for:

• Establishing a system that manages complaints effectively and efficiently.
• Ensuring the complaints process is effectively administered.
• Facilitating the development of the complaints management policy and procedure and the delivery of an effective complaints management system.
• Conducting internal reviews where the DA has investigated.
• Ensuring that recommendations made through investigation reports and internal reviews are implemented.
• Referring matters to an external agency for action where appropriate.
• Maintaining accurate complaint records.
• Determining the response to complaints where escalated.

The DSA Employees are responsible for:

• Handling complaints in accordance with DSA’s Customer complaint procedure.
• Maintaining accurate complaint records