The Cannabis Licensing Authority (CLA) is committed to fairness, transparency, and continuous improvement in client service. If you have concerns or complaints related to any of our services, departments, or staff interactions, we encourage you to file a formal or informal complaint using the available channels below. Your feedback helps us improve our services and maintain high standards of accountability.

Who Can Submit a Complaint

Include a section that clarifies that complaints can be submitted by:

• Applicants
• Licensees
• Prospective clients
• Members of the public
• Third parties acting on behalf of a complainant

What Can Be Reported

Clarify that complaints may relate to:

• Delays or issues in the application or compliance process
• Staff conduct
• Breaches of privacy
• Allegations of corruption
• General dissatisfaction with a CLA service

Note: This is not a method to appeal CLA decisions or rulings.

Complaint Categories

Complaints are categorized as follows:

• Application or compliance process issues
• Privacy breaches
• Staff conduct
• Corruption concerns
• Other

Our Process & Timelines

Summarize key performance indicators in a visual or tabular format:

What Happens After You Submit

After we receive you complaint the following happens:

• Acknowledgement of receipt
• Review and assignment to appropriate department
• Investigation and resolution
• Outcome communicated in writing
• Option to request internal review if dissatisfied (within 20 business days)

Confidentiality Assurance

All information submitted will be handled confidentially and in accordance with the Data Protection Act (2024). We ensure impartial and respectful handling of all complaints.

Appeal or Internal Review

If you are dissatisfied with the outcome, you may request an internal review within 20 business days. Internal reviews assess whether the proper complaint procedures were followed.