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CRA-4.7.14

A licensee must maintain a record of all client complaints. The record of each complaint must include:

(a) The identity of the complainant;
(b) The substance of the complaint;
(c) The status of the complaint, including whether resolved or not, and whether redress was provided; and
(d) All correspondence in relation to the complaint.

Such records must be retained by the licensee for a period of 10 years from the date of receipt of the complaint.

Added: April 2023