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Informal Resolution/Fast Track

If a complaint raises a clear breach of the Code, and fulfils other criteria stipulated in the Code, the Chair of the Independent Complaints Panel (ICP) may give the producer an opportunity to make immediate changes to their product without going through the full investigation process.  This is called Informal Resolution and it allows the complaint to be addressed more quickly.

Under the informal process, producers work with our Advisory Service to agree on action to resolve the complaint.  In the interest of transparency, we publish details that we received a complaint, including the name of the company, the category of complainant, the date and the type of activity.

Under earlier editions of the Code, we offered a different process called Fast Track.  This was similar to the informal process but required producers to put their proposals to the ICP Chair for a decision.  The details of complaints resolved under that process are also reported below.

INFORMAL RESOLUTION

2025

2024

2023

2022

2021

2020

FAST TRACK CASES

 

Further Reading