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RSE practice questions: complaints and supervision
Ten RSE practice questions on complaints and supervision. CIRO IDPC Rule 8000 series sets the timeline: 5-business-day acknowledgement and 90-day substantive response. OBSI is the external complaint escalation body. CIRO Rule 3300 series defines the supervisory framework that registered representatives must operate within.
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FAQ
What's the 5-day rule?
Within 5 business days of receiving a complaint, the dealer must send written acknowledgement that includes the complaint-handling timeline and OBSI contact information.
What's the 90-day rule?
Within 90 days the dealer must send a substantive written response with the resolution and the client's right to escalate to OBSI. If unresolved, the client has 180 days to escalate to OBSI.
OBSI's award cap?
OBSI can recommend up to $350,000 in restitution per complaint. Verify current cap at obsi.ca; CIRO complaint-handling guidance is the canonical source.
Designated supervisor responsibilities?
Per CIRO Rule 3300, the designated supervisor at each branch reviews flagged trades, approves new accounts (Rule 3401), oversees AML reporting, and ensures complaints are handled within the IDPC Rule 8000 timeline.
Can a registered representative ignore a verbal complaint?
No. Verbal complaints must be escalated to the designated supervisor and treated as formal complaints under the firm's complaint-handling policy. Failure to escalate is a regulatory breach, not just a procedural one.