Section 24: Complaints to Authority

24. Complaints to Authority (1) Any person who— (a) is not satisfied with the level of services obtained from a holder of a tourist accommodation certificate, licensee or canvasser; or (b) is otherwise aggrieved by any act or omission of any holder of a tourist accommodation certificate, licensee or canvasser, may make a complaint in writing to the Director. (2) Upon receipt of a complaint made under subsection (1), the Director shall investigate the complaint unless— (a) he is of the opinion that such complaint is trivial, frivolous or vexatious; (b) the complaint is the subject of proceedings before a Court; or (c) the complaint is already being investigated by a competent authority. T11 – 15 [Issue 7] Tourism Authority Act (3) In the discharge of his functions under subsection (2), the Director shall have the power to call for books, records or documents and to require any person to attend before him to give such relevant information as may be required for the purposes of his investigation. (4) The Director shall, in respect of every investigation he carries out under this section— (a) make a written report to the Board together with such observations, comments and recommendations as he may determine; (b) notify the complainant in writing of his decision in relation to the complaint. (5) Where the report referred to in subsection (4) discloses the commission of an offence, the Board may refer the matter to the Police for further investigation and prosecution. (6) The Director shall not investigate a complaint made under subsection (1) where such complaint is made 12 months after the date of the act or omission, unless otherwise directed by the Board. [S. 24 amended by s. 51 (d) of Act 9 of 2015 w.e.f. 1 July 2015.]