Illinois Code § 35

§ 35.

Written policy for resolving complaints. (a) Each association, except for those outlined in subsection (b) of this Section, shall adopt a written policy for resolving complaints made by unit owners. The association shall make the policy available to all unit owners upon request. The policy must include: (1) a sample form on which a unit owner may make a complaint to the association; (2) a description of the process by which complaints shall be delivered to the association; (3) the association's timeline and manner of making final determinations in response to a unit owner's complaint; and (4) a requirement that the final determination made by the association in response to a unit owner's complaint be: (i) made in writing; (ii) made within 180 days after the association received the unit owner's original complaint; and (iii) marked clearly and conspicuously as "final". (b) Common interest community associations exempt from the Common Interest Community Association Act are not required to have a written policy for resolving complaints. (c) No later than January 1, 2019, associations, except for those identified in subsection (b) of this Section, must establish and adopt the policy required under this Section. (d) Associations first created after January 1, 2019, except for those identified in subsection (b) of this Section, must establish and adopt the policy required under this Section within 180 days following creation of the association. (e) A unit owner may not bring a request for assistance under Section 40 of this Act for an association's lack of or inadequacy of a written policy to resolve complaints, but may notify the Department in writing of the association's lack of or inadequacy of a written policy. (Source: P.A. 98-1135, eff. 1-1-17 (See Section 20 of P.A. 99-776 for effective date of P.A. 98-1135); 99-776, eff. 8-12-16.)