3725. Complaint acknowledgement letter

The Dealer Member must send an acknowledgement letter to the complainant within five business days of receipt of a complaint. 

The acknowledgement letter in subsection 3725(1) must include the following:

1. the name, job title and full contact information of the individual at the Dealer Member handling the complaint,

2. 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,

3. an explanation of the Dealer Member’s internal complaint handling process, including but not limited to the role of the designated complaints officer,

4. 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,

5. the 90 days time line to provide a substantive response to complainants, and

6. a statement informing the client that the Dealer Member may request additional information, from time to time, to investigate the complaint.