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  • BC-3.4 BC-3.4 Internal Complaint Handling Procedures

    • BC-3.4.1

      Investment firm licensee's internal complaint handling procedures must provide for:

      (a) The receipt of written complaints;
      (b) The appropriate investigation of complaints;
      (c) An appropriate decision-making process in relation to the response to a customer complaint;
      (d) Notification of the decision to the customer;
      (e) The recording of complaints; and
      (f) How to deal with complaints when a business continuity plan (BCP) is operative.
      Adopted: October 2011

    • BC-3.4.2

      An investment firm licensee's internal complaint handling procedures must be designed to ensure that:

      (a) All complaints are handled fairly, effectively and promptly;
      (b) Recurring systems failures are identified, investigated and remedied;
      (c) The number of unresolved complaints referred to the CBB is minimized;
      (d) The employee responsible for the resolution of complaints has the necessary authority to resolve complaints or has ready access to an employee who has the necessary authority; and
      (e) Relevant employees are aware of the investment firm licensee's internal complaint handling procedures and comply with them and receive training periodically to be kept abreast of changes in procedures.
      Adopted: October 2011