BC-2.3 BC-2.3 Complaints
BC-2.3.1
Licensees must disclose, maintain and operate effective procedures for handling complaints in a reasonable and timely manner. These procedures include:(a) Informingcustomers in writing of any out of court complaint and redress mechanism and methods for having access to it;(b) Paying compensation or other forms of redress tocustomers where thelicensee decides this is appropriate; and(c) Regularly verifying if complaints are effectively processed.October 2010BC-2.3.2
Upon receiving complaints from
customers (either orally or in writing),licensees must:(a) Acknowledge complaints promptly, within 5 business days, and providecustomers with an explanation about how the complaint will be handled and any actions required of thecustomer ;(b) Consider and handle complaints fairly and promptly, keepingcustomers informed of progress; and(c) Provide final responses tocustomers ' complaints without undue delay and within 20 business days.October 2010BC-2.3.3
In their final responses to
customers ' complaints,licensees must:(a) Accept (or partially accept) the complaint and where appropriate offer compensation or other forms of redress; or(b) Reject (or partially reject) the complaint, informingcustomers with a full explanation of thelicensee 's position.October 2010Records
BC-2.3.4
Licensees must maintain adequate records of all complaints received, and how they were dealt with, to a level of detail sufficient to demonstrate compliance with this Section and in accordance with the Rules under Section GR-1.October 2010BC-2.3.5
In recording complaints activity,
licensees should consider the types of data and reports that will enable them to demonstrate compliance with the above Rules for handling complaints, together with the overarching principles requiring fair dealings withcustomers .October 2010