Method of receiving a complaint
Before taking any complaint, a Complaints Officer (CO) must enquire with the complainant if he or she is lodging a complaint which is already being processed in a court of law. In this situation, the ACCS cannot commence any actions in the matter until the court case is concluded and judgement given.
The CO shall explain to the complainant the different stages that a complaint goes through from being registered, assessed and investigated until it is presented to the Attorney General.
The CO shall present the complainant with a Complaint Form to fill-in and take photocopies of any related documents.
The CO shall present the complainant with a Receipt of Complaint.
Registration of a complaint
The Complaints Officer (CO) shall ensure that the entry details (date, time, name, etc) of every complaint is listed accordingly into the Complaints Log Book and to create a case-file number in a sequential order.
The CO shall ensure that each Complaint Form along with its respective documents - referring to the same case-file number - are all stamped with the received date.
The CO shall ensure to register each complaint form along with its respective documents - referring to the same case-file number - in sequential order and in the following manner;
- Hard copy – documents stored in files
- Soft copy – documents stored on Server
The CO shall ensure that each case-file has an Activity Log Sheet which is used to mark the timeline of every transaction that occurs during the time the complaint is being assessed and/or investigated.
Following registration, the Complaints Officer (CO) will hand over each and every complaint to a Case Assessor (CA) to follow up on the matter. The CA shall examine the nature of each complaint as well as the supporting documents to establish whether or not the complaint falls under the ambit of ACCS.
This CA shall present an assessment report to the Complaints Manager (CM) within 14 days from receiving the complaint, stipulating the reasons why the case file should proceed for investigations or be referred to other relevant authorities.
It is then the responsibility of the Complaints Manager (CM) to approve such recommendation or instruct the CA to re-assess the case file. If approved, the Complaints Manager (CM) will hand over the case-file to the Analyst & Investigations Manager.
If not approved, the CM shall inform the Chief Executive Officer (CEO) recommending that the matter be referred to the relevant authorities.
Consent to disclose identity (optional)
Before the ACCS refers the complaint to another authority, the Commission shall ensure to inform and seek the consent of the complainant to disclose his or her identity.