103.3. A complainant whose complaint has been registered in the complaints register may, if dissatisfied with the firm’s processing of the complaint or the outcome, request the firm to have the complaint record examined by the Authority.
If the firm is a mutual company that is a member of a federation, the record is examined by the latter instead of by the Authority.
The firm is required to comply with a request made to it and send the record to the Authority or, in the case of a mutual company that is a member of a federation, to the federation.
Sections 389 to 394 of the Insurers Act (chapter A-32.1) apply, with the necessary modifications, to the federation; complaint records filed in accordance with this Act are complaint records within the meaning of those sections.
2002, c. 45, s. 362; 2004, c. 37, s. 90; 2018, c. 23, s. 5361.