Consumer Complaints Management

A Guide for Canadian Business

The objective of the Guide is to assist businesses and industry associations contemplating Consumer Complaints Management initiatives, and those that have initiatives in place but wish to consider ways of improving them.

Table of Contents

1. Summary
2. Introduction
3. Market-based Consumer Complaints Handling Initiatives
4. Preventive Consumer Complaint Handling Initiatives
5. Internal Complaints Handling Initiatives
6. External Private Dispute Resolution Initiatives
7. Comprehensive Complaints Handling Systems
8. Characteristics of Effective Online Trustmark Programs
9. Online Redress
10. The Need for Effective Consumer Complaint Handling Initiatives
11. Consumer Complaint Handling Initiatives and the Law
12. Developing and Implementing Complaint Handling Initiatives
13. Elements of Successful Consumer Complaint Handling Initiatives
14. Where Can I Get More Help?

E-mail this page Print