530.5. In addition to what is provided for in section 34, the complaint examination procedure enables the user to file a complaint with an institution referred to in section 530.1 concerning the services that have been, should have been or are being provided to the user by or that the user requires from an institution whose head office is situated outside the territory contemplated by this Part.
Where such a complaint is filed, the local service quality and complaints commissioner who receives the complaint shall transmit it with diligence to the local service quality and complaints commissioner in the institution concerned, who shall then examine the complaint in accordance with the applicable complaint examination procedure and communicate with the local commissioner of the institution referred to in section 530.1 who shall inform the user with diligence of the action taken following his complaint.
In addition, where the local commissioner of the institution whose head office is situated outside the territory to which this Part applies receives a complaint directly from a user whose place of residence is situated in the territory to which this Part applies as regards services that have or should have been provided to the user by that institution, the local commissioner must, after informing the local commissioner of the institution referred to in section 530.1, examine the complaint in accordance with the applicable complaint examination procedure and communicate the results to the local commissioner of the institution referred to in section 530.1, who shall inform the user with dispatch of the action taken in response to the complaint.
1993, c. 58, s. 1; 1998, c. 39, s. 165; 2001, c. 43, s. 56; 2005, c. 32, s. 224.