(1) A provider shall prepare, publish, keep updated and implement a code of practice for dealing with complaints and for settling relevant disputes.

(2) A code of practice shall provide for the following matters:

(a) first point of contact for complainants, including the channels of making complaints;

(b) a means of recording complaints;

(c) time-frames within which a provider shall respond to and resolve complaints;

(d) procedures for resolving complaints;

(e) informing the complainant that a dispute may be referred to the Commission where -

(i) the dispute has been resolved in accordance with the code of practice and the complainant is dissatisfied with the resolution, or

(ii) the dispute has not been resolved and at least 10 working days have passed since the day on which the complaint was first notified to the provider;

(f) cases where reimbursement of payments, payments of compensation and payments in settlement of losses incurred will be made;