This research reveals consumer views on third-party consumer complaint management systems (consumer complaint handling systems operated by entities other than private-sector businesses) and their receptivity to alternative systems where greater transparency, and consumer advocacy group participation is encouraged. The report also discusses the challenges and opportunities of adopting more inclusive and interactive, alternate systems in Canada and makes recommendations. Consumer views about complaint handling were gathered through a national web-panel survey of Canadian adults. A literature review was conducted to ascertain many existing practices concerning complaint handling. Key informants were identified and contacted to explore challenges and opportunities of introducing alternative systems of third-party consumer complaint handling.
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Available to Consumers Council of Canada members at no additional charge in the member's library.