Tracking customer complaints is a priority function of the Commission as a way to ensure that: 

  • Every customer complaint is appropriately handled
  • Accountability is provided as to how each complaint is handled and at the same time improve customer service
  • Each complainant is fairly treated


To this end, a mechanism can be developed wherein a complaint number is generated at the point the complaint is made. With this, the consumer is able to track the status of his/her complaints without the need to go through the Consumer Complaints Department. The Commission can also consider using the social media to track customer complaints.