The Division’s informal complaint mediation process involves the exchange of written responses between the two parties involved in the dispute. Once a complaint is processed, it is assigned to a consumer specialist. The consumer specialist will send the business your complaint in its entirety along with a letter asking the business to provide a response to our office within 21 days. The consumer specialist will also send you a letter indicating that your complaint has been sent to the business.
If the business replies, a copy of their response will be sent to you. You will have an opportunity to review the response and provide a rebuttal if applicable. If we do not receive a response from the business, your consumer specialist will send a second notification to the business and the business will be given 14 additional days to respond.
If the Division does not receive a response from the business after the second letter is sent, we can attempt to seek a response using different contact information. The Division asks consumers to provide all contact information that they have for the business.
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