📘 Regulatory basis
The Code of Practice for Wholesale Dealers requires licence holders to have written procedures for handling product complaints. Although you are not yet a licence holder during the application period, establishing this procedure in advance is important evidence that you are capable of becoming a qualified licence holder.
📗 Drew Tang's recommendations
We will draft a world-class complaint-handling SOP for you. If such a situation arises, we will guide you on how to initiate the process, communicate with the supplier and document the entire handling process to create a complete “case file”. This file will be a powerful demonstration of your professionalism when communicating with inspectors.
📕 Risk notice
The risk lies in disregarding potential complaints. If you assume “I have not started operating yet, so it has nothing to do with me” and ignore a complaint, this sends a dangerous signal. If the product later develops a genuine quality issue and the regulator discovers that you had an opportunity to raise the alarm but took no action, your credibility will be seriously damaged.