CFSON releases kit for company complaint handlers

Those handling complaints for insurers under the new Financial Serves OmbudsNetwork system have on online tool now available to them. The package deals with a number of topics including listening to consumers, developing company practices, use of historical complaint data. It also includes a resource library of sources for complaint handling information and standards.The Centre for the Network (CFSON) says the toolkit came about during research on complaint handling which revealed many Canadian and international principles for the process. These principles can act in tandem with formal mechanisms such as ISO standards and industry association guidelines, as well as company-specific policies.The p&c industry participates in the CFSON through its General Insurance OmbudsService.The toolkit is a living document which will be updated with new information as it becomes available.