Document background
The Client Complaint Policy serves as a foundational document for organizations operating in Canada, establishing a structured approach to managing customer grievances and feedback. This document is essential for maintaining regulatory compliance while building customer trust and improving service quality. It becomes particularly important in light of Canadian consumer protection frameworks, including the Financial Consumer Agency of Canada requirements, provincial consumer protection laws, and privacy regulations such as PIPEDA. The policy should be implemented when organizations begin operations or need to update their existing complaint handling procedures to meet current regulatory standards. It provides detailed guidance on complaint submission channels, processing timelines, escalation procedures, and record-keeping requirements, while ensuring accessibility in both official languages where required.
