Document background
The Complaints Handling Policy serves as a crucial governance document for organizations operating in Hong Kong, establishing standardized procedures for managing customer grievances effectively and in compliance with local regulations. This document is essential for any organization that interacts with customers or stakeholders and needs to maintain a systematic approach to handling complaints. The policy must align with Hong Kong's regulatory framework, including requirements from the HKMA, SFC, and Privacy Commissioner's office where applicable. It should be implemented when an organization needs to establish or update its complaint handling procedures, particularly in response to regulatory changes or business growth. The policy typically includes detailed procedures for receipt, investigation, and resolution of complaints, along with specific timelines, documentation requirements, and escalation protocols.
