BC-2.3.2
Upon receiving complaints from
(a) Acknowledge complaints promptly, within 5 business days, and provide customers with an explanation about how the complaint will be handled and any actions required of the customer ;
(b) Consider and handle complaints fairly and promptly, keeping customers informed of progress; and
(c) Provide final responses to customers ' complaints without undue delay and within 20 business days.
October 2010