CRA-4.7.5
A
(a) All complaints are handled fairly, effectively and promptly;
(b) [This Subparagraph was deleted in April 2023];
(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;
(e) Relevant employees are aware of the licensee 's internal complaint handling procedures that they comply with them and receive training periodically to be kept abreast of changes in procedures; and
(f) Complaints are investigated by an employee of sufficient competence who, where appropriate, was not directly involved in the matter which is the subject of a complaint.
Amended: April 2023
Added: April 2019
Added: April 2019