; and (ii) such substantial injury is not outweighed by countervailing benefits to consumers or to competition. (B) Consideration of public policies In determining whether an act or practice is unfair, the Agency may consider established public policies as evidence to be considered with all other evidence. Such public policy considerations may not serve as a primary basis for such determination. (c) Response to consumer complaints and inquiries (1) Timely regulator response to consumers The Agency shall establish, in consultation with the appropriate Federal regulatory agencies, reasonable procedures to provide a timely response to consumers, in writing where appropriate, to complaints against, or inquiries concerning, a covered entity, including— (A) steps that have been taken by the regulator in response to the complaint or inquiry of the consumer; (B) any responses received by the regulator from the covered entity; and (C) any follow-up actions or planned follow-up actions by the regulator in response to the complaint or inquiry of the consumer. (2) Timely response to regulator by covered entity A covered entity subject to supervision and primary enforcement by the Agency pursuant to this Act shall provide a timely response to the Agency, in writing where appropriate, concerning a consumer complaint or inquiry, including— (A) steps that have been taken by the covered entity to respond to the complaint or inquiry of the consumer; (B) responses received by the covered entity from the consumer; and (C) follow-up actions or planned follow-up actions by the covered entity to respond to the complaint or inquiry of the consumer. (3) Routing complaints to states To the extent practicable, State agencies may receive appropriate complaints from the systems established by the Agency under this subsection, if— (A) the State agency system has the functional capacity to receive calls or electronic reports routed by the Agency systems