Upon receiving complaints from customers (either orally or in writing), licensees must:

(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