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S-2.3, r. 2.1 - Regulation respecting standards, specifications and quality criteria applicable to 9-1-1 emergency centres and to certain secondary emergency call centres
Section 21
Disposition versions
21. The processing of complaints against a centre must be outlined by a procedure that provides in particular that all complaints must be answered no later than 20 working days following the receipt of the complaint.
If there is a serious reason that makes it impossible to respond to a complaint within that time limit, the period may be extended by up to 10 working days. In such cases, a notice must be provided to the complainant within the period provided for in the first paragraph.
All complaints must be entered in a register that must indicate in particular the underlying reasons for the complaint and the follow-ups that were made.
In force: 2024-01-01
21. The processing of complaints against a centre must be outlined by a procedure that provides in particular that all complaints must be answered no later than 20 working days following the receipt of the complaint.
If there is a serious reason that makes it impossible to respond to a complaint within that time limit, the period may be extended by up to 10 working days. In such cases, a notice must be provided to the complainant within the period provided for in the first paragraph.
All complaints must be entered in a register that must indicate in particular the underlying reasons for the complaint and the follow-ups that were made.
