9.1 If an Individual in respect of himself or herself and/or a Member in respect of itself and/or any of its Customers (such Individual and/or Member hereinafter referred to as the “Complainant”) is of the opinion that the Bureau and/or any Member has breached its obligations under this Code, the Complainant may lodge a complaint in writing specifying the nature of the alleged breach(es) (hereinafter referred to as the “Complaint”) to the Bureau for investigation and (when so required under this Code) reference to a Compliance Committee.
9.2 The Bureau and/or any Member shall forthwith subject any Complaint received by them to the process as set out in Clauses 9.3, 9.4, 9.5 and 9.6 (including, where so provided, reference to a Compliance Committee pursuant to the provisions of Clause 10 and Appendix 1).
9.3 Upon receipt of a Complaint, the Bureau shall investigate the same in consultation with the Member or Members and/or other parties (if any) as may be concerned.
9.4 Pending resolution of the Complaint, any disputed Information as may be raised in the Complaint shall remain part of the Credit File on the relevant Individual:
9.4.1 until such time as the investigation is completed and a determination is made as to whether the disputed Information should be rectified, updated or re-affirmed; or
9.4.2 unless a Compliance Committee otherwise directs,
provided always that all Credit Reports generated in respect of the relevant Individual during such period shall contain a cautionary note to the effect that Information on the relevant Individual is under investigation and disputed and shall indicate the disputed item(s) under investigation.
9.5 The Bureau shall complete its investigation into the Complaint as expeditiously as practicable and shall take all measures as it may consider appropriate arising from the same (including, where the Bureau considers necessary, rectification of Information and issuance of the requisite Rectification Notice as would have been issued pursuant to Clause 8) and compile its report on the Complaint including therein the results of its investigations and all measures and actions taken arising therefrom and such report shall forthwith be entered into the Bureau’s operations log.
9.6 Without prejudice to Clause 9.5, the Bureau shall:
9.6.1 (subject to Clauses 9.6.3 and 9.6.4) ensure that its report on the Complaint is entered into the Bureau’s operations log within ten (10) Business Days from date of receipt of the Complaint;
9.6.2 if the investigation cannot be completed within three (3) Business Days from date of receipt of the Complaint, the Bureau shall inform the Complainant that it requires more time to complete its investigation;
9.6.3 if the investigation cannot be completed within ten (10) Business Days from date of receipt of the Complaint or if the Bureau sooner determines that it cannot resolve the issue, the matter shall forthwith be referred to a Compliance Committee pursuant to the provisions of Clause 10 and Appendix 1; and
9.6.4 ensure that its report on any Complaint withdrawn by a Complainant (including therein the reason(s), if any, for such withdrawal and all measures and actions taken by the Bureau arising therefrom) shall be entered into the Bureau’s operations log within two (2) Business Days of such withdrawal.
9.7 The Bureau and every Member shall take all reasonable efforts to ensure that all parties (including Individuals and Customers) involved in investigations of Complaints under this Clause 9 and/or the proceedings of Compliance Committees agree to be bound by the provisions of this Code (including Appendix 1 hereof).