CSA Que published its regulations on the handling of complaints in financial sector.
Standardized consumer complaint processing process for financial products, services.
Regulation takes into account comments made during consultations, see #156277.
Published explanations re responses to comments received during second consultation.
Complaint Handling Process
Established rules, obligations, practices common to financial sector relating to process to follow and the deadlines to respect for processing complaints made by consumers.
Regulation aims to stimulate culture of continuous improvement within financial sector.
For CSA Que, it is essential that companies look for common causes of complaints.
With goal of implementing solutions to correct problematic situations, improve service.
CSA Que is planning a transition period during which it will support financial sector companies in implementation of the regulation's significant necessary adjustments.
Will publish explanations on website to help companies understand new framework.
Also, provide a model complaint handling policy for practice of financial intermediaries.
