3. Investigations (Level 2)
- What you should do when the complaint escalates to Investigations
- How to provide additional information/update the PSP Response
- Standard of Review
- Obligations
- How we use the Codes of Conduct at Investigations
- Performance Standards and Timelines
- How the CCTS Approaches an Investigation
- Step 1: Review the PSP’s response and the complaint
- Step 2: Analyze the available information
- Step 3: Contact the PSP and the Customer
- Step 4: Resolving the Complaint
- Step 5: Completing the Investigation
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