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Timeline for Complaints Handling

The table indicates established timeline:

COMPLAINTS HANDLING ACTIVITY

ESTABLISHED TIMELINE

REMARK

Acknowledgement

 

Generated instantly after submission of complaints

Complaints not requiring investigation are resolved within 24hrs

Investigation

2-5 Working days

 

Claims / Mediation

Within 21 days

 

Unresolved Complaints after 21 days

After 21 days, the complaints may be subject to litigation