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The Head of the Complaints Investigation Group (CIG) is the Departmental Complaints Officer (DCO). He is responsible to monitor the investigation of complaints on the service provided by this Department. 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:

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