The Head of the Complaints Investigation Group (CIG) is the Departmental Complaints Officer (DCO). He is directly responsible for the investigation of complaints. Upon completion of the investigation of a complaint, the DCO will put forward the results and recommendations to the Complaints Investigation and Assessment Panel (CIAP).

The CIAP is chaired by the Assistant Commissioner (Administration and Human Resource Development) or the Head of Trade Controls where appropriate. It is responsible for:

• ensuring that each and every complaint is investigated in a thorough, impartial, fair and efficient manner; and
• endorsing and reviewing the findings and recommendations of investigations on all complaints.

A written reply will be sent to the complainant to notify him / her of the investigation results.

Investigation