Sometimes the service provider may not be able to give you all the information you ask for. This could be because they aren’t allowed to under the law. When a service provider does not give you all of the information you’ve asked for, they have to tell you why.

Even if the service provider cannot show you everything in your file, it is not enough for them to give you a short summary of what’s in it. They must give you access to your file and a copy of it if you ask for one.

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