(a)
the name and contact details of the complainant and the name and
contact details of the person submitting the complaint, if different from the
complainant;
(b)
the name and address of the person service provider against whom
the complaint is made;
(c)
a concise statement of the complaint or allegation of non-compliance
with the Act, these Regulations, or a licence or recognition;
(d)
a complete and accurate statement of the facts illustrating the
complaint;
(e)
where applicable, a clear and concise statement of the specific relief
or remedy sought; and
(f)
any other relevant information.
37. Resolution of complaints by Controller
(1) Upon receiving a complaint, the Controller, shall unless the complaint is
frivolous, issue a reference number to the complainant and provide a copy of the
complaint to the service provider against whom the complaint is made.
(2) The service provider against whom the complaint is made shall, within five
days respond in writing to the Controller.
(3) The Controller may request additional information from the complainant or
the respondent.
(4) The Controller shall within thirty days after receipt of the response of the
service provider (a)
informally mediate the dispute between the parties;
(b)
further investigate the complaint;
(c)
conduct a formal hearing of both parties to the complaint;
(d)
dismiss the complaint, wholly or partly;
(e)
grant the relief sought in the Complaint, either wholly or partly;
(f)
order the service provider to take appropriate action to remedy to