The Consumer Complaints Department (CCD) follows up on complaints referred to the Commission by consumers. The CCD may investigate the complaint and attempts to resolve disputes amicably during the investigation.

 

If the complaint is not resolved to the satisfaction of the consumer within 60 days after having been received by the Commission, the consumer may request the CCD to refer the complaint to the Complaint Committee of the Commission for decision. This request must be made in writing and must be signed by the consumer.

 

Once a complaint has been referred to the Committee, the complaint becomes known as a reference, and the consumer and the operator/service provider become parties to the reference. The Committee hears all evidence, arguments, and documents presented by the parties and must make a decision on the reference within 30-60 days. The guidelines set out the scope of the Committee’s authority to order actions to be carried out by the entity/service provider.