How Long Will It Take To Get My Complaint Resolved?
We strive to provide resolution in a timely manner. The timeline is determined based on the complexity of the complaint and will vary on a case by case basis. We endeavour to meet the following standards:
| Description | Timeline - Simple Issue | Timeline - Complex Issue |
|---|---|---|
| Acknowledge receipt of complaint | Two business days | Two business days |
| Provide update of status if resolution not obtained | 20 business days | 30 business days |
| Response letter | 20 business days | 30 business days |
Note: A complex issue is identified as requiring more than one department to participate in the investigation or requires additional communication or information from the customer to complete the investigation.