SCHEDULE SPECIFIED CRITERIA

4 Conduct of employees, agents and representatives
The code of practice shall require the relevant licensing body to ensure that—
(a) its staff training procedures for employees, agents and representatives include training about conduct that complies with the obligations to members and licensees set out in this Schedule;
(b) its staff provide licensees and potential licensees with clear information, including information about cooling off periods which may apply to new licences; and
(c) its employees and agents are aware of procedures for handling complaints and resolving disputes and are able to explain those procedures to members, non-member right holders, licensees and the general public in plain English.