There are several methods available. A company may hire a lawyer to call us and make representations to the bureau in order to tell us about the situation his client was faced with, and the lawyer provides an explanation. The same thing applies in the case of any Canadian deciding to call. People can call our information centre and file a complaint. It is then sent to an officer who calls the complainant back and asks questions to try to determine whether the complaint falls within the ambit of the act and whether there can be redress under the act. Questions are asked with respect to some information the individual has, and further to that, we investigate.
This investigation may take just a few days, as it may become evident that the conduct does not fall within the scope of the act. It may also take a number of months, even years, if we realize that there may be something within the market that is not working.
We read the papers. Often this type of conduct may be reported in the papers. Based on public information we read in the papers or which is brought to our attention, the commissioner may launch an investigation to determine the facts and use her formal powers.