Complaints Information - Questions and Answers

What should I expect after I file a complaint?

The following are the actions and responses you should expect from the ECMC after you file a complaint:

1. If necessary, ECMC staff will contact you to ask clarifying questions to ensure the complaint is documented accurately and assigned to the correct ECMC technical expert.

2. Within two business days of receiving the complaint, ECMC staff will email you a fact sheet explaining the procedure(s) for investigating type of complaint you have filed or the ECMC technical expert assigned to investigate the complaint will contact you to explain the process.

3. A formal letter will be sent to you when the complaint is closed/resolved. This letter will include actions taken, findings, relevant ECMC document numbers related to the investigation and your rights as a complainant. ECMC strives to close/resolve all complaints within 60 days of receiving the complaint, however some complex or ongoing issues may take longer.