General Timelines

On receipt of a written complaint where no Complaint Form is submitted, the Complainant has 14 working days to submit same;

When we accept your complaint, we recommend mediation as the first and best option to resolving the matter.

When mediation is offered both parties to the dispute have 15 working days to respond.

If mediation has been refused or if accepted, has not been successful the following timelines indicates the average time per case:

  • Assignment of Complaint to Investigator may take up to 6-8 weeks.
  • Once assigned an investigator shall draw up a 'Summary for Complaint' which the provider has 20 working days in which to submit its response.
  • Once the response is received it is sent to the Complainant for comment. The complainant has 10 working days to revert to this office. The Complainantís response, if any is exchanged with the Provider and it in turn has 5 days to response to same.
  • Generally the investigative process takes around 35-45 working days but may take longer depending on the complexity of the case.

Once the full exchange is complete a Finding should issue shortly thereafter

It should be noted that all timeframes are guidelines. This office has the discretion to grant time extensions if required on the request of either the Complainant or the Provider. Each Party will be given every reasonable opportunity to make such submission or observation as required.

These timelines are intended to be guidelines only and your case may take longer or shorter depending on the complexity of the case, the case load in the office and the extent of the submissions from both parties to the dispute.