Once your feedback / complaint is received, we’ll take the following steps:
Acknowledge receipt of your feedback / complaint;
Review your feedback and conduct investigation; and
Respond to the matters that you have raised within 30 calendar days after receiving a complaint.
If your feedback / complaint is conveyed via a third party, we will contact you directly to protect your privacy.
If you provide further information or raise new allegations after our reply, we will conduct the investigation further and provide a reply to you within 30 calendar days after receiving your appeal for the complaint.