Complaints officer: legal definition and example

Definition

A complaints officer is a person designated by an organization to receive and handle complaints from customers or members of the public.

Example

Let’s take the example of a telecommunications company that designates a complaints officer to handle customer complaints. If a customer encounters a problem with their Internet service, they can contact the complaints officer to express their frustration and request a solution. The complaints officer will then be responsible for handling the complaint in a professional manner and finding a satisfactory solution for the customer. Thanks to this designated person, the company can offer quality service and improve customer satisfaction.

Citation and reference

Here are the quotes from the Canadian legal text on the legal term “Complaints Officer”:

1. French Language Services Act, R.S.C. 1985, c. 31 (4th Supp.), s. 20 :

“20 (1) The Minister shall appoint a Complaints Officer to receive and review complaints from members of the public with respect to the administration of this Act

2. Act respecting health services and social services, R.S.Q., chapter S-4.2, section 184:

“184. The establishment must designate a complaints officer whose function is to receive and deal with complaints made by users or their relatives.”

3. Personal Information Protection and Electronic Documents Act, S.C. 2000, c. 5, section 29:

“29 (1) Every organization must designate a person responsible for the protection of personal information who is responsible for ensuring that the organization complies with the provisions of this Act.”

4. Act respecting labour standards, RLRQ, chapter N-1.1, section 123.7:

“123.7. Every employer shall designate a person responsible for receiving complaints from employees concerning the application of this Act.”