Out of safety concerns for guests, employees and resort property, as well as concerns for individual privacy, Mount St Louis Moonstone Ski Resort Ltd., prohibits the operation or use of unmanned aerial systems or drones, by the general public - including recreational users and hobbyists - without the prior written consent from MSLM. This prohibition includes drones used for filming or videotaping as well as any drone use by media or journalists operating above or within Mount St Louis Moonstone Ski Resort boundaries. This prohibition on drone operation or use extends to any drones launched or operated from the Ski Resort Property, as well as drones launched from private property outside of the Ski Resort boundaries. Please contact a resort representative at (705)-835-2112 if you have any questions or if you seek prior authorization to operate any aerial drone or device. Any authorized operations of aerial drones may be governed by Transport Canada's Civil Aviation branch rules and regulations, local law enforcement as well as those policies established by Mount St Louis Moonstone Ski Resort, which may include certification, training, insurance coverage, indemnification requirements, and wiavers or releases of liability. Any violation of this policy may involve suspension of your skiing and snowboarding privileges, and/or the revocation of your season pass, as well as confiscation of any drone equipment, and may subject violaters to any damages including but not limited to damages for violations pf privacy and/or physical or personal injuries or property damage as well as regulatory fines and legal fees.

Find the latest conditions here and view our webcams here

Cashless Payments

Helmets are recommended. They are mandatory in all Terrain Parks at Mount St Louis Moonstone. The Outback chairlift requires you wear a helmet even if it is to access runs other than the actual Outback Terrain Park. Helmets are mandatory for participants attending an Educational program at Mount St Louis Moonstone.

Yes. At Mount St Louis snowboard leashes are mandatory in order to ride here. This is for the protection of our guests on the mountain and to prevent runaway snowboards. If you don't have a leash or forgot your own, snowboard leashes are sold in the boutique.

Yes, the lost and found items are held at our Guest Services Department.  To report a lost item, please email a description to [email protected]  The shipping cost is the responsibility of the owner.

Generally, Mount St. Louis Moonstone’s season is from December through to March.

Mount St. Louis Moonstone has group rates for 25 people or more.  Contact our Trip Coordinator for more information by email [email protected] Group information is also available on line mountstlouis.com/group-rates/

Sorry, Mount St. Louis Moonstone does not offer snowtubing.

What is my ability?

In order to properly put yourself into a session category, here are some simple guidelines which will help you out.  Being honest with your ability will quicken your progress on the snow.

Beginner: First time skiing/boarding.  Most comfortable starting on the beginner slopes.

Novice: Ski/board a little bit, can turn both directions. Is comfortable on green and some blue slopes. May need assistance with getting on or off lifts.

Intermediate: Ski/board with confidence on blue slopes and possibly some black slopes

Advance: Ski/board with confidence on any slope, terrain, or conditions on the Mountain

Mount St. Louis Moonstone does not have accommodations on property.    Visit https://mountstlouis.com/accommodations/ for more information on local lodging.

Mount St. Louis Moonstone Ski Resort is located on Highway 400 at exit 131 (Mount St. Louis Rd) Mount St. Louis Moonstone is approximately 26 km north of Barrie   You can see us from the Highway!

What is my ability?

In order to properly put yourself into a session category, here are some simple guidelines which will help you out.  Being honest with your ability will quicken your progress on the snow.

Beginner: First time skiing/boarding.  Most comfortable starting on the beginner slopes.

Novice: Ski/board a little bit, can turn both directions. Is comfortable on green and some blue slopes. May need assistance with getting on or off lifts.

Intermediate: Ski/board with confidence on blue slopes and possibly some black slopes

Advance: Ski/board with confidence on any slope, terrain, or conditions on the Mountain

All MSLM Instructors are certified with the Canadian Ski Instructors Alliance, the Canadian Association of Snowboard Instructors, the Canadian Freestyle Association and/or Alpine Ontario Alpine. Our capacity is limited this season, so be sure to book early! BEFORE YOU CHOOSE YOUR LESSON, PLEASE NOTE:

• Lift tickets and rentals are not included in the price of private/semi-private lesson
• Lessons must be booked online and in advance
• Review description of skill levels here – to assess you or your child’s skill level to be sure you find the right lesson for you

What is my ability?

In order to properly put yourself into a session category, here are some simple guidelines which will help you out.  Being honest with your ability will quicken your progress on the snow.

Beginner: First time skiing/boarding.  Most comfortable starting on the beginner slopes.

Novice: Ski/board a little bit, can turn both directions. Is comfortable on green and some blue slopes. May need assistance with getting on or off lifts.

Intermediate: Ski/board with confidence on blue slopes and possibly some black slopes

Advance: Ski/board with confidence on any slope, terrain, or conditions on the Mountain

Mount St. Louis Moonstone Education rate requires a minimum of 25 people no maximum number is required.

What is my ability?

In order to properly put yourself into a session category, here are some simple guidelines which will help you out.  Being honest with your ability will quicken your progress on the snow.

Beginner: First time skiing/boarding.  Most comfortable starting on the beginner slopes.

Novice: Ski/board a little bit, can turn both directions. Is comfortable on green and some blue slopes. May need assistance with getting on or off lifts.

Intermediate: Ski/board with confidence on blue slopes and possibly some black slopes

Advance: Ski/board with confidence on any slope, terrain, or conditions on the Mountain

Mount St. Louis Moonstone understands that the weather can cause cancellations without much notice.  Please email [email protected] as soon as possible so that your trip can be rescheduled.

Mount St. Louis Moonstone Education price can include lift ticket, lesson, rentals and helmet if required. One complimentary lift ticket and rental package is offered for every 10 students attending the day of your trip for your teachers or supervisors. Find more about rates here

Mount St. Louis Moonstone recommends to reserve your school's transportation first. Please email [email protected] to reserve your school trip dates.

Mount St. Louis Moonstone’s Education Program provides lessons, rentals and a fantastic learning environment for school groups. Our focus is on safety and fun.  A part of Mount St. Louis Moonstone’s Education Program requires that everyone take a one-hour mandatory group lesson regardless of ability. Certified CSIA or CASI instructors teach all of our lessons. Mount St Louis Moonstone also has cafeteria facilities for your convenience.

RFID stands for Radio-Frequency IDentification. A circuit chip is integrated into your lift ticket or season pass.  When passing through the Axess gates at Mount St. Louis Moonstone this circuit will register, opening the gates for you.

RFID technology provides incredible guest benefits including:

• contactless purchasing,
• direct-to-lift access,
• convenient ticket pick-up,
• reloadable Podium Passes, lift tickets and other products like rentals and lessons,
• ease of access to the mountain.

RFID = hands free, so you never have to worry about fumbling to pull out your pass or ticket again. RFID technology also benefits the resort offering smart ticketing and access management with ticket sales, income distribution, personal data registration, access control checks and secure data management to assist with fraud prevention along with resort use data to assist with resort marketing efforts.  

When you pass through the lift line and go through the new Axess RFID gates, your card will be read and validated automatically. If you have skier days loaded onto your card the lights will change indicating that you can pass thru the turnstile. If your pass isn't valid, then a warning sound and red light will indicate there is a problem with your daily lift ticket or Podium Pass. Our friendly lift attendants will direct you to Guest Services to resolve any problems.

All Podium Passes and Daily Lift tickets along with rentals and lessons must be purchased online Every customer must provide an account photo, along with personal data such as name, date of birth, address and phone number. All First-time purchasers must setup an account.

You can add family members (or friends) to your account. Every purchase must be assigned to a guest and each guest must have a photo.

Click here to register.

SELF-SERVE TICKET KIOSKS

To help with contactless pick-up automated self-serve ticket kiosks & pick up boxes are located at both the Louis and Moonstone Bases. Purchase online, skip the ticket line, and pick up your Louis Xpress Card lift tickets or Podium Passes when you arrive on-site. Lesson & Rental Packages are not redeemable at the ticket kiosks.

Kiosk Locations

• Louis / Located to the left of the main entrance beside the new ticket window and in front of the rental department
• Moonstone  /  Located adjacent to the main entrance

No, please do not punch holes in the Mount St. Louis Moonstone Louis Xpress RFID cards. Each card has an embedded antenna surrounding the embedded RFID chip so cards are readable when passing through an entry gate. Damage to the antenna will deactivate the card, resulting in a pass or ticket replacement fee. We suggest keeping your RFID card in a pocket by itself, or if you prefer, a lanyard with sleeve can be purchased online for a nominal fee to hold your card.

Louis Xpress RFID cards must be carried on the LEFT HAND SIDE pocket separate from other personal items like credit/debit cards, cell phones, or items like wrappers with metal foil. Do not keep your card in your wallet, as it will not be read by the access gates.  For readability it is best to have your card somewhere between your shoulders and knees. For younger skiers/riders Louis Xpress RFID cards should be kept slightly higher from the waist up.

Please report lost/stolen or misplaced Louis Xpress Cards immediately to Administration by email [email protected] MSLM suggests keeping your Louis Xpress RFID card in a pocket by itself during ski season and store in a safe secure spot during the off season. Louis Xpress Card Replacement Fee applies to:

• Damaged; tampering of the antenna and deactivated cards,
• Lost or forgotten Louis Xpress RFID Cards

Louis Xpress Cards & PODIUM PASS REPLACEMENT: A Podium Pass and/or Program Pass holds a lot of value. You must have it with you to access the mountain when you visit Mount St. Louis Moonstone. If your Podium Pass or Program Pass is lost or forgotten, please visit the Louis chalet Guest Services for reissue. Guests may not access the mountain without their Louis Xpress RFID card. Every reprint issued will have a non-refundable administrative fee associated to it. Once your Podium Pass or Program Pass has been reprinted, your original Louis Xpress RFID card will be blocked and will no longer permit lift access. If you happen to find your original Louis Xpress RFID card, please carefully dispose of it to avoid any confusion at the lift for the remainder of the season. We recommend signing into your mountstlouis.com account and deleting your WTP# from the My Chip Cards section of your account to prevent re-loading to a Louis Xpress card you do not have. Reprints are at the discretion of Mount St. Louis Moonstone and may be capped at any time during the season. If a blocked Podium Pass or Program Pass is found in use by a person other than the rightful holder, it will be revoked and the rightful holder will be barred from Resort facilities for the remainder of the winter season, without refund.

We are here to help. A Lift Operator expert will help anyone in need of assistance but it might require a visit to Guest Services depending on the situation. There will be space in the queue to allow for this situation.

Don’t fret! Your pass/ticket is safe. RFID cards will hold up to normal wear and tear including a run through your washer and dryer.

Mount St. Louis Moonstone Ski Resort ("MSLM”) is committed to safeguarding the Personal Information of our employees, customers and other stakeholders (the “Users”). Collection, use, disclosure and retention of information must comply with provisions of the FREEDOM OF INFORMATION AND PROTECTION OF PRIVACY ACT and the PERSONAL INFORMATION PROTECTION ACT. Collected personal information will only be used by those authorized to fulfill the purpose for which it was originally collected or for a use consistent with that purpose. We do not disclose information to other public bodies or individuals except as authorized by law. We keep the information only for the length of time necessary to fulfill the purpose(s) for which it was collected. While your Personal Information may be collected that information will be managed collectively with all data collected by each of the Resort's affiliated entities. For the purposes of this Privacy Policy, the comingling of data collected by Mount St. Louis Ski Resort and its affiliates shall not be deemed to be a disclosure of Personal Information to a third party. While your Personal Information may be transferred to affiliated entities, your Personal Information will at all times be held on the same conditions of confidentiality and with the same level of security consistent with this Policy. This Privacy Policy establishes the Company’s policies and procedures with respect to all Personal Information collected, used and disclosed by the Resort. This Privacy Policy applies to all employees of MSLM, anyone that utilizes any of the services provided by the Resort, and anyone that accesses any of the websites linked to this Privacy Policy and operated by MSLM. MSLM's websites may contain links to third-party websites, applications and services. The information practices or the content of such other websites are governed by the privacy statements and policies of those websites. The Resort encourages you to review the privacy statements and policies of those websites to understand their information practices. Your privacy matters to MSLM. Please take the time to get to know our practices, and if you have any questions, contact us by email at [email protected]

Personal Information or Personal Data refers to any information about an identified or identifiable individual. The term “personal information” has the same meaning as set out in the Personal Information Protection and Electronic Documents Act (PIPEDA), which means any information about an identifiable individual including contact information, name, address, phone number, email address, gender, date of birth, and any other data about yourself that you choose to provide electronically through the Website or otherwise. Any data that has been collected in which all personal identifiers have been removed, such that the information could not reasonably be used to identify the individual, is not considered personal information or personal health information. This type of anonymized information may be used for research purposes.

We collect information in the following ways: Information you give us Some of our services require you to sign up for an account. When you do, we will ask for Personal Information, including your name, birth date, email address, phone number and other applicable information to create your account. Some of our services will also require you to provide us with your Personal Information in order to obtain a product or receive information from us, such as newsletters or other email messages containing information of a commercial or promotional nature. Cookies and similar technologies The Resort uses cookies or other tracking tools to provide services required by the User if consented to by the User. Google Analytics Google Analytics is a web analysis service provided by Google Inc. (“Google”) that is used on our website(s). Google utilizes the data collected to track and examine the use of the Company’s website(s), to prepare reports on the Company’s website(s) activities and to provide the Company with other services related to website and Internet use. Google may use the data collected to contextualize and personalize the advertisements of its own advertising network. Google Analytics processes information in the USA. The Personal Information collected by Google includes cookies and usage data. We encourage you to review the Privacy Policy for Google Analytics if you would like any further details regarding how they process Personal Information.

MSLM only collects what is necessary for the purpose of collection. What follows is the type of Personal Information that we may collect, depending on your relationship with the resort and how you use our services. Personal information of employees The following list includes, but is not limited to, the Personal Information that may be collected by MSLM respecting employees:

• Contact information, including name, home address, telephone number, email address;
• Criminal background check(s);
• Employment information, including resume (which may include educational background, work history, and references), reference information and interview notes, letters of offer and acceptance of employment, policy acknowledgment forms, background verification information, workplace performance evaluations, emergency contacts, performance reviews, disciplinary and coaching notes.
• Benefits information, including forms relating to applications or changes to health and insurance benefits including medical and dental care, life insurance, short and long- term disability; and
• Financial information, including pay deposit information and tax-related information, and Social Insurance Number or other required government-issued identification.
• Serving it Right number
• Employee photos and video surveillance
• Birthdates
• Required Training

Personal information of customers The following list includes the type of Personal Information that may be collected by MSLM respecting customers:

• Name, date of birth, home address, telephone number, email address;
• Information in connection with the products or services you inquire about or purchase from us;
• Video Surveillance at some locations throughout;
• Customer photographs
• Government issued identification; (visual verification only)
• Other information as necessary to maintain our business relationship with you, such as information related to your preferences, feedback and information requested or provided by you.
• Credit card or other financial information;
• Usage data respecting use of the Company’s website(s) through the website(s) (or through third-party services employed by the website(s)) which can include the IP addresses or domain names of the computers utilized by the User; the URI addresses; the time of the request; the method utilized to submit the request to the server; the size of the file received in response; the numerical code indicating the status of the server’s answer (successful outcome, error, etc.); the country of origin; the features of the browser and the operating system utilized by the User; the various time details per visit (e.g., the time spent on each page within the website(s)); and the details about the path followed within the website(s) with special reference to the sequence of pages visited, and other parameters about the device operating system and/or the User’s IT environment

Unless specified otherwise, all Personal Information requested by MSLM is mandatory in order for the resort to provide its services to the User. As such, failure to provide this Personal Information may affect the ability of a User to utilize the resort’s services. In cases where we have stated that the Personal Information is not mandatory to utilize the service, Users are free to not communicate this Personal Information without any impact on the User’s ability to use the Company’s services. Any questions respecting what information is mandatory can be directed to [email protected] MSLM may also collect Personal Information for the purpose of evaluating market trends and other activities relating to our business. To provide you with timely, valuable information, we may also ask you to provide us with information regarding your professional interests and experiences with our products or services. Providing us with this information is optional.

We collect your Personal Information to operate, maintain, enhance and provide all features of the resort’s services, to send you marketing communications, to respond to comments and questions, to provide support to Users of the resort’s services. We use information collected from cookies and other technologies to improve your experience and the overall quality of our services and website. You will be notified of one or more specific purposes of collection at the time of providing your Personal Information and asked for your consent to the collection and use of your Personal Information for those purposes. If your Personal Information is to be utilized for any purpose besides that outlined at the time of collection, you will be notified of that new purpose and asked for consent prior to the use of your Personal Information for that new purpose, except as otherwise permitted by the applicable legislation and this Privacy Policy.

By using this website or by otherwise providing personal information to MSLM, you agree to this Privacy Policy and that we may collect, use and disclose your personal information in accordance with it. We will seek your consent at the time we collect your personal information except where we are legally authorized or required by law to do so without your consent. Your consent may be implied, deemed (using an opt-out mechanism) or express. Implied consent can be reasonably inferred from your action (e.g. giving an email address to sign up for rewards programs) or inaction. Express consent can be given orally, electronically or in writing. In cases where personal information is held by a third party, we will obtain your consent before seeking this information. In some cases, consent may be implied by your actions. Where we obtain your personal information directly from a third party, we will take reasonable steps to ensure that the third party has represented to us that it has the right to disclose your personal information to us. Employee personal information may be collected, used or disclosed without consent if it is reasonable for the purposes of establishing, managing, or terminating an employment relationship between our organization and the individual. You may withdraw your consent at any time in writing unless withdrawing consent would frustrate our performance of a legal obligation. Please contact [email protected] to find out how to withdraw your consent and the possible consequences of such withdrawal.

Only those employees and contracted individuals of the Resort who require access for business reasons or whose duties reasonably so require shall be granted access to Personal Information about Users.

The Resort shall not otherwise disclose Personal Information to third parties for commercial or other reasons, except as may be specifically required to comply with applicable laws or where you have provided your consent. MSLM may disclose your Personal Information with third-party companies, organizations and individuals outside of the Company if: You have provided your consent MSLM will share Personal Information with companies, organizations or individuals outside of the Company when it has your consent to do so. For external data processing MSLM may provide Personal Information to certain third-party agents or service providers to process for us, in order to carry out the requested services or as necessary for otherwise lawfully processing Personal Information. For example, the Resort may share your Personal Information with payment processors so that these payment processors can provide services on our behalf. MSLM shall ensure that any such parties accessing Personal Information do so in compliance with our Privacy Policy and any other appropriate confidentiality and security measures to reasonably ensure the protection of Personal Information. For purposes of contracts MSLM may disclose Personal Information for executing a contract to which a User is part or to take steps at the request of the User prior to entering into a contract. For legal purposes The Resort may disclose Personal Information if required to do so pursuant to any applicable law, regulation, legal process or enforceable governmental request. For example, it may be necessary for the Resort to disclose Personal Information to law enforcement officials, regulatory bodies, or government agencies for the purposes of investigating or preventing fraud, or other offences as may be required or permitted by applicable laws. Additionally, under the Legislation and other applicable laws, MSLM may be required to disclose some of a User’s Personal Information to government officials, law enforcement personnel, or competent authorities of foreign governments. The Resort may also disclose Personal Information to establish or exercise our legal rights or defend against legal claims or in connection with an emergency that warrants use or disclosure of the information. Non-personally identifiable Information MSLM may share non-personally identifiable (anonymized) information publicly and with our partners. For example, The Resort may share anonymized information publicly to show trends about the general use of our services.

MSLM is committed to protecting the confidentiality and security of all Personal Information against loss and unauthorized access, disclosure, modification or destruction, and therefore has security safeguards appropriate to the sensitivity level of the information in place. Note that confidentiality and security may not be assured with electronic communication via e-mail or wireless communication. The Resort will ensure that all employees and third-party service providers with access to information of individuals shall be required as a condition of employment or provision of services to respect the confidentiality of such information and that all employees and third-party service providers are aware of the importance of maintaining the confidentiality of such information as part of training requirements. Safeguards used:

• Access is restricted to authorized personnel who need the information to perform their duties.
• The Resort’s work processes ensure that personal information is not disclosed to unauthorized parties.
• Electronic data in the Company’s computer systems are protected against unauthorized access and the data is transmitted over secured networks.
• Physical safeguards:
  • Locking file cabinets and areas where files are stored when no one is there.
  • Restricting employee access to storage areas or filing cabinets.
  • Clearing files and documents containing personal information off the work desk at the end of the day.
  • Shredding papers or placing them in secure disposal units containing personal information rather than just placing them in a garbage can or recycling bin.
  • Destroying computer hard drives that contain personal information before you discard them

Personal Information and Personal Data shall be stored for as long as required by the purpose for which it has been collected, used or disclosed. We are required to keep personal information for a minimum of one year after any decision that directly affects an individual. Personal Information or Personal Data which the Resort no longer needs to retain shall be destroyed, erased or made anonymous in a secure manner in accordance with the Resort’s policies respecting the destruction of records. The Resort shall use care in the disposal or destruction of information so as to prevent unauthorized parties from gaining access to the information. The right to access, the right to erasure, the right to rectification and the right to portability cannot be enforced after the information has been destroyed. Please contact us by email [email protected] for more information.

Users may exercise certain rights regarding their Personal Information processed by MSLM. In particular, Users have a right to: Withdraw your consent at any time Users have the right to withdraw consent where they have previously given their consent to the collection, use, disclosure or other processing of their Personal Information. Users may withdraw their consent by contacting [email protected] Access your personal information Users are entitled, with certain legal restrictions, to access and review their Personal Information held by the Resort. The information provided by MSLM will include a general description of the personal information held, how the information was and will be used, and who the information has been disclosed to. The Resort reserves the right to refuse to provide access to Personal Information in circumstances during which the Resort is permitted by law to refuse access, including where providing access would reveal Personal Information about a third party, if the release of the Personal Information could affect the security of an individual, or if the Personal Information is subject to privilege. Any refusal to provide information to The User will be in writing, detailing reasoning and any further available steps. Requests for access to Personal Information should be made in writing to [email protected] Information will be released within 30 days of the date of request. Users may be required to provide proof of identity before the information is released, and there may be a minimal administration fee for providing the information which The Resort will provide estimate in advance. Accuracy of personal information Accurate Personal Information is required for the efficient and effective delivery of products and services. The Resort will make reasonable efforts to ensure the accuracy of personal information collected used in decisions that affect individuals or are disclosed to other organizations. Individuals may contact [email protected] to modify or correct any Personal Information. Corrections will be made within a reasonable timeframe. In the event the correction is not deemed reasonable by MSLM, the correction will be noted, but no correction will be completed. Object to processing of your personal information Users have the right to object to the processing of their Personal Information or Personal Data in certain circumstances where Personal Information is being processed on a basis other than consent. In particular, Users can object to the processing of their Personal Information for purposes of direct marketing at any time. Restrict the processing of your personal information Users have the right, under certain circumstances, to restrict the collection, use, disclosure or other processing of their Personal Information, meaning Users can limit how MSLM uses their Personal Information or Personal Data. Have their personal information deleted or otherwise removed Users have the right, under certain circumstances, to obtain the erasure of their Personal Information or Personal Data from the Resort. If required to erase Personal Information or Personal Data, the Company will do so without delay. Lodge a complaint Users have the right to bring a claim before the Commissioner appointed under the Freedom of Information and Protection of Privacy Act. Obtain assistance from the Office of the Privacy Commissioner of Canada Users who have reasonable grounds to believe that the organization has contravened or is about to contravene a provision of PIPEA may report directly to the OPCC. Office of the Privacy Commissioner of Canada Toll-free: 1-800-282-1376 Phone: (819) 994-5444 Fax: (819) 994-5424 TTY: (819) 994-6591 Users will not face punitive actions from The Resort for reporting such breaches. Additionally, If any of these situations arise, the User, or “whistleblower,” is protected from any punitive action taken by an organization against him or her.

Each unique RFID card contains a multiple digit WTP number randomly associated with a user profile. This profile is kept as a secure component of our point of sale system and user database. In accordance with privacy laws, your personal information is not shared with any third parties without your consent and you have access online via online Shop to check and update your preferences.

A privacy breach is the unauthorized access to personal information or the unauthorized collection, use, disclosure, or disposal of personal information. Employees are required to report all breaches to their supervisor, including suspected breaches. The Supervisor will report the breach to the Huter Family Management Team. If the Huter Family Management team is unavailable, the Supervisor will assume the role for the purposes of managing the breach. If the Supervisor is unavailable, the employee should report directly to a member of the Huter Family Management Team. The Resort has protocols in the event of a breach which must be followed. The protocols contain steps on containment, risk evaluation, notification, and security safeguard evaluation.

If you have questions about this Privacy Policy or have a concern or complaint about privacy, confidentiality, or the handling of information practices; please contact us by email [email protected] for more information. The individual(s) appointed by the Resort as responsible for compliance with this Privacy Policy shall investigate all complaints concerning compliance. The individual(s) appointed as responsible for compliance may seek external advice where appropriate prior to providing a final response to individual complaints.