Dispute resolution process

The procedure for considering controversial cases involves several stages, each of which may require feedback and/or additional information from the applicant. The Commission considers all disputes based on the information provided, the individual circumstances of the case, existing service delivery practices, and internal quality standards. At every stage, transparency and consistency are maintained to ensure that all parties are treated fairly.

The Commission continually improves efficiency and upholds the highest standards of impartiality. Its goal is to minimise the time it takes to assess the situation in order to provide both sides with a fair and balanced decision as quickly as possible. It is important to note that each of these decisions is binding on both parties.

Lodging a Complaint

The first step a client should take to file a complaint is to directly contact the broker whose services they used, describing the problem and potential solutions. If the broker fails to answer or provides an unsatisfactory response, the client has 45 days to file a formal complaint.

Examination and Analysis

The formal complaint is sent to the Commission for review. It is important that it contains all the circumstances of the case and supporting documents, as this directly affects the effectiveness and accuracy of the response. Typically, an initial decision is issued within 5 days.

Final Stage of Consideration

After a thorough review of all the circumstances of the incident, the Commission may request additional data, including documents related to the details of the dispute. In this case, the client is obligated to respond to the request for such information within 7 days.

Review and Orders

At this stage, an official decision is issued. By becoming a member, the broker, like the client filing a complaint, commits to act in accordance with this decision. Once both parties agree to comply, it becomes effective. If the client fails to agree within 14 days, the complaint is closed.