Complaint Handling Policy
Purpose of the policy
The purpose of this complaint handling and dispute resolution policy is to establish a simple and fair procedure for handling complaints. It aims in particular to regulate the receipt of complaints, the transmission of the acknowledgment of receipt and notices to the complainant, the constitution of the complaint file, if necessary the transmission of the file to the Autorité des marchés financiers, hereinafter called "Authority", and compilation for the preparation and transmission of a biannual report.
A team has been put in place to enable the application of this policy within our firm.
The team also has the following functions:
- Send an acknowledgment of receipt to the complainant within 10 days;
- Send the file to the AMF, at the complainant's request;
- Send a report twice a year to the AMF, through the complaints register.
Receipt of the complaint
Consumers who wish to file a complaint may do so by contacting the team responsible for this policy by communicating their decision verbally, by mail or email.
Creation of the complaint file
For the purposes of this policy, a complaint constitutes the expression of the following elements which subsists after having been considered and processed at the operational level competent to render a decision, the file must include the following elements:
The identification of potential or actual damage that a consumer has suffered or could suffer and the details of the alleged facts, dates and other information necessary to analyze the file.
A reproach against an employee or the firm the request must include the name of the person concerned.
The complainant must provide full contact details:
- Phone number
- Email Address
- Insurance policy number
Processing of the complaint
Upon receipt of a complaint, the firm must carry out an investigation within a reasonable period of 30 working days.
In the case of an incomplete complaint, a notice containing a request for additional information to which the complainant must respond within 15 days, failing which the complaint will be deemed to be abandoned.
This right can only be exercised by the plaintiff after the expiry of the deadline for obtaining a final response, without exceeding a period of one year from the date of receipt of this response.
Transmission to the authority
If the complainant is not satisfied with the result of the handling of his complaint or the handling itself, he can ask the firm to transfer his complaint file to the AMF.
AUTORITÉ DES MARCHÉS FINANCIERS: Place de la Cité, Cominar Tower 2640 Laurier Boulevard, Suite 400 Québec (Québec) G1V 5C1
The file transferred to the Authority consists of all the documents relating to the complaint. Compliance with the rules for the protection of personal information remains the firm's responsibility.