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A-8.2, r. 2 - Regulation respecting complaint processing and dispute resolution in the financial sector
FrançaisArticle 22
Versions de la disposition
22. The acknowledgement of receipt must be sent in written form to the complainant and, in addition to stating the complainant’s right to request to have the complaint record examined by the Authority or, if applicable, a federation, include the following information:
1° the complaint record identification code;
2° the date on which the complaint was received by the financial institution, the financial intermediary or the credit assessment agent, if different than the date on which the complaint was registered;
3° the means by which the complainant may obtain information about the processing of the complaint;
4° the expected timeframe for processing the complaint and the date before which the final response must be provided to the complainant; and
5° a hypertext link providing access to the summary of the complaint processing and dispute resolution policy, or a copy of such summary.
The first paragraph does not apply to the processing of the complaints referred to in Division IV of this Chapter.
In force: 2025-07-01
22. The acknowledgement of receipt must be sent in written form to the complainant and, in addition to stating the complainant’s right to request to have the complaint record examined by the Authority or, if applicable, a federation, include the following information:
1° the complaint record identification code;
2° the date on which the complaint was received by the financial institution, the financial intermediary or the credit assessment agent, if different than the date on which the complaint was registered;
3° the means by which the complainant may obtain information about the processing of the complaint;
4° the expected timeframe for processing the complaint and the date before which the final response must be provided to the complainant; and
5° a hypertext link providing access to the summary of the complaint processing and dispute resolution policy, or a copy of such summary.
The first paragraph does not apply to the processing of the complaints referred to in Division IV of this Chapter.
