To aid consumer awareness of the protections offered by the provisions in this chapter, respondents must:
publish appropriate summary details of their internal process for dealing with complaints promptly and fairly;
refer eligible complainants in writingto the availability of these summary details at, or immediately after, the point of sale; and
provide such summary details in writing to eligible complainants:
on request; and
when acknowledging a complaint
The summary details may be set out in a leaflet, and their availability may be referred to in contractual documentation.
branches and sales offices to which eligible complainants have access; or
marketing literature or correspondence directed at eligible complainants;
provided it is done in a way which is not misleading.