Complaint Handling policy


Purpose of the policy 


The purpose of this complaint and dispute resolution policy is to establish a simple and fair procedure for dealing with complaints. It aims in particular to supervise 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 biennial report. 

Responsible people


The person responsible for the application of this policy within our firm is Ms. Caroline Dubreuil responsible for customer service for Charlebois Trépanier/Assurancia Groupe Tardif The managers are also responsible for ** To send an acknowledgment of receipt to the complainant within 10 days;  ** Send the file to the Authority, at the request of the complainant; ** Send a report twice a year to the Authority, through the complaints register.

Receipt of Complaint


Consumers who wish to file a complaint can do so by contacting the person responsible for this policy.              

Completion of the complaint file


For the purposes of this policy, a complaint constitutes the expression of the following elements which remain after having been considered and treated at the operational level competent to render a decision, the file must include the following elements:  the identification of a potential or real damage that a consumer would have suffered or could suffer and the details of the alleged facts, dates and other information necessary to make an analysis of the file.  A reproach against an employee or the firm’s the request must include the name of the person concerned.  

The complainant must provide his full contact details :

  • Name
  • Address
  • Phone number
  • Email Address
  • Insurance policy number


Complaint handling


Upon receipt of a complaint, the firm must conduct 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 reply within 15 days, failing which the complaint will be deemed to be abandoned.   The right can only be exercised by the complainant after the expiry of the period provided for obtaining a final response, without exceeding a period of one year from the date of receipt of this response. 

Transmission to Authority


If the complainant is not satisfied with the outcome of the processing of the complaint or of the processing himself, he can ask the firm to transfer his complaint file to the Authority.  


AUTORITÉ DES MARCHÉS FIMANCIERS,

place de la Cité, Cominar tower, 2640, blvd Laurier, bureau 400, Québec, QC, G1V 5C1


The file transferred to the Authority is made of all the documents relating to the complaint. Compliance with the rules for the protection of personal information remains the firm’s responsibility.