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- Organizations pay the annual corporate membership fee and commit to
abiding by the Declaration of Principles. Non-corporate members of MRIA
and non-members of MRIA who wish to register research projects must pay
a fee and also subscribe to the Declaration of Principles.
- The Inbound Calling Centre enters the form into its computer system
and the Registrant is given an identification number. Monthly invoices
are issued by the Administration Office for all projects registered that
month by non-corporate members of MRIA and non-members of MRIA.
- The Registrant launches its project into the field. The toll free
MRIA telephone number and a Registrant's research registration number
must be provided to Respondents upon request. Registrants may decide to
have their interviewers volunteer this information to Respondents.
- The Inbound Calling Centre receives a call on the 1 800 line from a
Respondent and does one of the following:
- verifies that the registered research project is a valid one;
- fails to identify the project;
- and/or takes down a comment or complaint.
- If it fails to validate the project, the Inbound Calling Centre will
advise the Respondent of other phone numbers to call to complain (Bell,
CMA, CRTC, etc.). If the Inbound Calling Centre verifies that the registered
project s a valid one and the Respondent wishes to lodge a complaint, the
Calling Centre will note all details of the nature of the complaint and
submit a report to the Administration Office.
- The Administration Office will attempt to resolve the complaint to
the satisfaction of the Respondent. If it is unable to do so, the Administration
Office will pass the complaint report to an MRIA Information Officer who
will contact the Registrant in question, to get their side of the story. MRIA
then contacts the Respondent to see if a resolution can be affected through
these efforts. Should this fail, the complaint report and the Information
Officer's report will immediately be submitted to a Complaint Panel, consisting
of three members of MRIA's Research Agency Council and the Research User
- The Complaint Panel will consider the complaint and attempt resolution.
If unsuccessful, and the Registrant is found to have conducted a registered
research project in contravention of the Declaration of Principles, the
Complaint Panel may order a sanction against the Registrant. Throughout
this process the Registrant and the Respondent would be kept informed.
- Following this step, a process of appeal would be available to the
Registrant or the Respondent. If either party is not satisfied with the
decision rendered by the Complaint Panel, it may submit a written appeal
to the MRIA Board of Directors, who shall forward the information to an
Appeal Panel. The Appeal Panel, appointed by the Board, will consist of
a Board member (who is not a member of the Complaint Panel), a consumer
representative, and a third party who is appointed by the Board member
and the consumer representative. The Appeal Panel's decision and order
shall be considered as final.
- Sanctions may be ordered by either the Complaint Panel or the Appeal
Panel against a Registrant. Incremental sanctions will take the form of
suspensions from using the Registration System for set periods of time.
A Registrant will be expelled from using the Registration System on a fourth
violation of the Declaration of Principles.
- The MRIA reserves the right to make public final results of decisions
and/or appeals in the best interest of the marketing research industry
and the public which it serves.