CIFP Complaint Handling Process

A complaint against an RRC/CR, RFRA/CR or RRA licensee by the public must be made in writing. Accompanying documentation and facts to substantiate the complaint must be provided to CIFP. The events leading to the complaint must have transpired no more than six years prior to the date the complaint is officially filed with CIFP.

Complaints must be formally submitted to the CIFP Retirement Institute using the CIFP Licensee Complaint Form. The Form asks for basic information about the complainant, information about you, the licensee, with whom they deal, the circumstances prompting the complaint and supporting documentation to substantiate the claim of misconduct.

Complaints must be formally submitted to the CIFP Retirement Institute using this form either electronically or by mail. The events leading to the complaint must have transpired no more than six years prior to the date the complaint is officially filled with CIFP.

CIFP will not pursue complaints that are filed anonymously unless warranted by extenuating circumstances.

Within 10 business days of receiving an official complaint, CIFP will notify the complainant that a file has been opened and will provide them with details and timelines of the complaint handling process.

To be transparent and fair to you, the licensee, and to ensure due process, the Retirement Institute will share the official complaint form as well as any relevant and material supplemental information with you, the licensee. You will be given 30 days to provide a written response to the complaint which will be factored into the investigation conducted by the CIFP Retirement Institute.

The CIFP Retirement Institute will conduct a preliminary investigation of the complaint to determine if it has merit. This may take up to 90 days although it is typically completed in relatively short order.

As part of this initial review, CIFP may contact the complainant and ask for further details to clarify certain facts and to provide additional supporting documentation to supplement what was submitted when the original complaint form was filed. The complainant will also be informed that in the interests of fairness and due process, you, the licensee, will be made aware of the complaint and will be given 30 days to respond in writing to the accusations.

The CIFP Retirement Institute will make a determination as to whether it can rule on the case or, if the allegations against, you, the licensee, are more serious in nature, the matter needs to be escalated. If the Institute does in fact preside over the case, it will render a decision in as timely a manner as is reasonably feasible. The decision will be delivered in writing to both the complainant as well as to you, the licensee. Where the Institute sides with the complainant, the sanctions, if any, to be imposed against you, the licensee, will be made clear and full details of the case will be published on the CIFP Retirement Institute Web site.

On the other hand, if the CIFP Retirement Institute deems the nature and the complexity of the complaint to be beyond its scope, it will refer the matter to the Conduct Committee.

The Conduct Committee is an independent, peer-based body that has a mandate to work with you, the licensee, to resolve any items of concern during the disciplinary process. It acts as a counter balance against arbitrary decisions by the CIFP Retirement Institute.

If the Conduct Committee does in fact become involved both the complainant and you, the licensee, will be advised of the change in status of the file and the next steps in the process. The Committee may contact the complainant and/or you, the licensee, if it has additional questions and/or requires further clarification on a particular aspect of the complaint and/or the response previously received from either party. You, the licensee, have 30 days to respond to questions from the Committee.

Based on the facts of the case, the Conduct Committee can:

• dismiss the matter if the Committee does not see grounds for further action
• dismiss the matter with a letter of guidance to the licensee
• impose a plan of action to remedy the misconduct with a view towards pre-empting a repetition of the misconduct
• place the licensee ‘on watch’ for a stipulated period of time
• advise the licensee that he or she must appear before the Hearing Panel for a formal disciplinary hearing

Full details of the case may be published on the CIFP Retirement Institute Web site, as appropriate.

If a disciplinary hearing is set, a three-person Hearing Panel will be selected from among individuals that comprise the Conduct Committee. The Chair will be one of the members and will also serve as the Chair of the Hearing Panel. Individuals cannot be a member of the Hearing Panel if he or she has a conflict of interest be it real or perceived. The hearing can be an in-person or virtual meeting with the licensee or, can be administered by way of written submissions.

The complainant will not directly be involved in this phase of the process.

The Hearing Panel will render a judgement to either dismiss the case or, will side with the complainant, by ruling that you, the CIFP credential holder, are in fact guilty of misconduct. The decision of the Hearing Panel is communicated to you as well as the complainant. A finding of misconduct may result in sanctions against you, the licensee.

The range of potential outcomes following an investigation by the Hearing Panel into the alleged misconduct of a licensee include:

• dismissing the matter outright if the Hearing Panel does not see grounds for further action
• dismissing the matter with a letter of guidance to the licensee
• imposing a plan of action to remedy the misconduct with a view towards pre-empting a repetition of the misconduct
• a temporary suspension of the licensee’s right to use the RRC/CR, RFRA/CR or RRA marks
• a temporary or permanent suspension of the licensee’s certification
• a permanent ban on the right of the licensee to seek certification and the use of RRC/CR, RFRA/CR or RRA marks

Full details of the hearing may be published on the CIFP Retirement Institute Web site, as appropriate.

Either party—you, the subject of the complaint, or the complainant—can appeal a decision made by the Hearing Panel. Appeals must be formally lodged in writing within 30 days of a decision issued by the CIFP Retirement Institute or the Conduct Committee. Appeals are granted only on the basis of a material error having been made in the interpretation of the facts of the case or, in the interpretation and/or application of the Code of Conduct or the Practice Standards.