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(1) Complaints from patients, their relatives or caregivers and staff shall be made and documented by a senior mental health personnel and the complaints shall be reported to the head of the facility who shall take appropriate action within forty-eight hours.

(2) If the action by the head of the facility is not satisfactory to the parties concerned an appeal may be made to the Tribunal by the aggrieved party and the Tribunal shall respond within twenty-one days.