What happens if I don’t respond to a CIO complaint?

Failing to take consumer complaints seriously is bad for business, and can prove costly.

If you are a Member, not responding to a complaint made to CIO can also result in higher complaint fees. Failing to respond to CIO's requests to resolve a complaint can also result in a finding by the Ombudsman that may not be in your favour.

In addition, the longer it takes to deal with a complaint, the more expensive it is. Members are billed for each complaint based on the stage at which it is completed. It is in the interest of Members that our requests are responded to as quickly as possible.