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A-8.2, r. 2 - Regulation respecting complaint processing and dispute resolution in the financial sector
FrançaisArticle 18
Versions de la disposition
18. The complaint record that a financial institution, a financial intermediary or a credit assessment agent must open for any complaint received by it must contain the following documents and information:
1° the complaint;
2° a copy of the acknowledgement of receipt referred to in section 21 sent to the complainant;
3° any document or information used in analyzing the complaint;
4° if applicable, a copy of any document or information sent or provided for the purposes of sections 15 to 17;
5° if applicable, a copy of the written notice referred to in section 23;
6° if applicable, a copy of the written notice referred to in section 28;
7° a copy of the final response provided to the complainant; and
8° any exchanges, or a summary of the exchanges, with the complainant.
The complaint record must be kept up to date and be established so that the documents and information it contains are in a specific format that is comprehensible to any person who is allowed access to it.
In force: 2025-07-01
18. The complaint record that a financial institution, a financial intermediary or a credit assessment agent must open for any complaint received by it must contain the following documents and information:
1° the complaint;
2° a copy of the acknowledgement of receipt referred to in section 21 sent to the complainant;
3° any document or information used in analyzing the complaint;
4° if applicable, a copy of any document or information sent or provided for the purposes of sections 15 to 17;
5° if applicable, a copy of the written notice referred to in section 23;
6° if applicable, a copy of the written notice referred to in section 28;
7° a copy of the final response provided to the complainant; and
8° any exchanges, or a summary of the exchanges, with the complainant.
The complaint record must be kept up to date and be established so that the documents and information it contains are in a specific format that is comprehensible to any person who is allowed access to it.
