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The Dealer Member must send an acknowledgement letter to the complainant within five business days of receipt of a complaint.
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The acknowledgement letter in subsection 3725(1) must include the following:
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the name, job title and full contact information of the individual at the Dealer Member handling the complaint,
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a statement indicating that the client should contact the individual at the Dealer Member handling the complaint if he/she would like to inquire about the status of the complaint or provide the Dealer Member with any additional information,
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an explanation of the Dealer Member’s internal complaint handling process, including but not limited to the role of the designated complaints officer,
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a reference to an attached copy of IIROC approved complaint handling process brochure and a reference to the statutes of limitations contained in the document,
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the 90 days time line to provide a substantive response to complainants, and
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a statement informing the client that the Dealer Member may request additional information, from time to time, to investigate the complaint.
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There is no history log for this rule.