The Commission will upon receipt of a complaint—
| (a) | allocate a reference number to the complaint; |
| (b) | assign the complaint to an investigating officer; |
| (c) | acknowledge receipt of the complaint within 48 hours from the date of receipt of the complaint by the investigating officer; |
| (d) | ensure that the information provided with the complaint complies with the provisions of rule 8; |
| (e) | follow up with the complainant to obtain essential information and/or documentation, if required, in those instances where the contact details of the complainant are provided and where the complaint was lodged by any of the methods listed in rule 7(1); |
| (f) | assess whether the Commission has the jurisdiction to investigate the complaint; and |
| (g) | inform the complainant in writing, within a reasonable period but not later than 21 days after either the date of receipt of the complaint by the investigating officer or the date on which the non-disclosure of the referral of the complaint to another institution was established by the Commission, that the complaint will— |
| (i) | not be investigated by the Commission in which case reasons must be provided therefor in accordance with rule 4; or |
| (ii) | be investigated by the Commission in which case the name and contact particulars of the investigating officer will be provided. |
