18COperations protocol

18C Operations protocol (a) every 3 years, after consulting with the other commissioners, prepare a protocol that provides for the following: (i) how enquiries and complaints generally will be received by the commission; (ii) how enquiries will be dealt with within the commission; (iii) how complaints will be referred within the commission; (iv) how clients can access the commission’s services; (v) how the president undertakes advocacy and reporting on systemic matters under section 18 (2); (vi) the kinds of questions or matters that may be considered at a commission meeting under section 33; (vii) when complaints should be referred to other complaint handling entities;

(viii) anything else the commission considers appropriate; (ix) anything else prescribed by regulation; and Note For the making of complaints to the commission and how the commission deals with them, see pt 4. (b) publish the protocol on the commission’s website.