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Change 1
As published
27E Procedures for dealing with complaints.
(1) Each designated operator shall establish a procedure for dealing with complaints made by his customers or potential customers in connection with the provision by the designated operator of relevant services.
(2) No such procedure shall be established, and no modification of such a procedure shall be made, unless—
(a) the designated operator has consulted persons or bodies appearing to him to be representative of customers for whom he provides relevant services; and
(b) the proposed procedure or modification has been approved by the Director.
(3) The designated operator shall—
(a) publicise the procedure in such manner as may be approved by the Director; and
(b) send a description of the procedure, free of charge, to any person who asks for one.
(4) The Director may give a direction to a designated operator requiring the operator to review his procedure or the manner in which it operates.
(5) A direction under subsection (4) above—
(a) may specify the manner in which the review is to be conducted; and
(b) shall require a written report of the review to be made to the Director.
(6) Where the Director receives a report under subsection (5)(b) above, he may, after consulting the designated operator, direct him to make such modifications of—
(a) the procedure; or
(b) the manner in which the procedure operates,
as may be specified in the direction.
(7) Subsection (2) above does not apply to any modification made in compliance with a direction under subsection (6) above.
Your change, as a redline
27E Procedures for dealing with complaints.
(1) Each designated operator shall establish a procedure for dealing with complaints made by his customers or potential customers in connection with the provision by the designated operator of relevant services.
(2) No such procedure shall be established, and no modification of such a procedure shall be made, unless—
(a) the designated operator has consulted persons or bodies appearing to him to be representative of customers for whom he provides relevant services; and
(b) the proposed procedure or modification has been approved by the Director.
(3) The designated operator shall—
(a) publicise the procedure in such manner as may be approved by the Director; and
(b) send a description of the procedure, free of charge, to any person who asks for one.
(4) The Director may give a direction to a designated operator requiring the operator to review his procedure or the manner in which it operates.
(5) A direction under subsection (4) above—
(a) may specify the manner in which the review is to be conducted; and
(b) shall require a written report of the review to be made to the Director.
(6) Where the Director receives a report under subsection (5)(b) above, he may, after consulting the designated operator, direct him to make such modifications of—
(a) the procedure; or
(b) the manner in which the procedure operates,
as may be specified in the direction.
(7) Subsection (2) above does not apply to any modification made in compliance with a direction under subsection (6) above.
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