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The Act states that the Executive Director shall investigate and attempt to settle a complaint. However, the Act also states that, at any time, the Executive Director may dismiss or discontinue a complaint. Therefore, not all complaints will be investigated. Refer to the next section "Executive Director’s Decision" for more information on why a complaint is dismissed or discontinued.

If the Executive Director decides that more information is needed on a complaint, the Executive Director will conduct an investigation. The investigation usually includes interviews with the parties, witnesses and/or experts, and the gathering of other materials. When the investigation has been completed, the Executive Director may prepare an investigation report detailing the complaint, the response and the information gathered during the investigation. This report is sent to both parties who have 30 calendar days to submit any further comments.

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