Complaint Handling Policy

Purpose of the policy

The aim of this policy for handling disputes and complaints is to establish a free, simple and fair procedure for processing them.

It aims in particular to identify the person responsible for processing, to supervise the receipt of complaints and the processing of them, and where applicable the transmission of the file to the Financial Markets Authority, hereinafter called the “Authority”.

Also, the policy applies, regardless of the nature of the activities that generate a dispute or complaint, whether in particular for management activities in general, distribution of insurance products or services or the protection of personal information. .

Responsible person

The person responsible for applying this policy for each firm is indicated in the “reception of the complaint” paragraph.

Within the framework of the policy, its functions include:

To send an acknowledgment of receipt to the complainant within 10 working days of receipt of a complaint;
To carry out the analysis of disputes and complaints within a reasonable time (note that the person responsible can delegate this task while ensuring supervision);
To rule on the conclusion of the analysis and to inform the complainant;
To transmit the file to the Authority, at the request of the complainant;
To report complaints to the Authority, through the system provided for this purpose.

Receipt of the complaint

The consumer or client who wishes to file a complaint may do so, verbally or in writing, by contacting the person responsible for the firm concerned.

Processing a complaint

For the purposes of this policy, a complaint constitutes the expression, verbal or written, of at least one of the following elements, which survives after having been considered and processed at the competent operational level to render a decision.

It must contain one of the following elements:

Identification of potential or actual harm that a consumer has suffered or could suffer and details of the alleged facts, dates and other information necessary to analyze the case.
A reproach against the firm, a representative or an employee.
Request for corrective action.
Upon receipt of a complaint, the person responsible for handling complaints will send an acknowledgment of receipt to the complainant within 10 working days of receipt of the complaint. It will carry out an impartial analysis within a reasonable period of time which should not exceed 60 working days, following receipt of the complaint and the elements necessary for its analysis.

In the case of an incomplete complaint, a notice containing a request for additional information will be sent to the complainant. The latter must provide the necessary information before the analysis of the file can resume or continue.

The handling of the complaint must be carried out impartially and within a reasonable time, which should not exceed 60 days following receipt of the complaint. This deadline should be respected, regardless of the different levels of processing involved.

Transmission to the authority

In the event that the complainant is not satisfied with the result of the processing of his complaint or the processing itself, he can ask the person responsible to transfer his complaint file to the Authority.

Address to use for transfer:
FINANCIAL MARKETS AUTHORITY
Place de la Cité, Cominar tower 2640, Laurier boulevard, office 400
Quebec (Quebec) G1V 5C1

The file transferred to the Authority will consist of all the documents relating to the complaint.

The transfer must be made to the Authority within 30 days of the complainant's request.

Policy effective date: 2024-04-17