Complaints Handling and
Dispute Resolution Policy
This policy has been drafted in accordance with the regulatory framework set out in the Act respecting the distribution of financial products and services and the Regulation respecting the processing of complaints and the settlement of disputes in the financial sector.
Purpose of the policy
The Complaint Handling and Dispute Resolution Policy allows ASSURANCES SIMON ET ASSOCIÉS, cabinet en Assurance de dommages customers to be assured that a complaint will be received, followed up and responded to in a process that is structured, fair and free of charge.
Our complaint handling policy includes the receipt of complaints, the transmission of the acknowledgement and notice to the complainant, the creation of the complaint file, the transmission of this file to the Autorité des marchés financiers (the “AMF”) at the request of the complainant, and the transmission of the complaint report to the AMF.
Responsible for complaints policy and dispute resolution
The person responsible for the application of this policy at ASSURANCES SIMON ET ASSOCIÉS is Bianca Chiarappa. Our manager is also responsible for training and informing staff to ensure compliance with this policy.
Definition and admissibility of a complaint
A complaint is the expression of one of the following three elements, which remains after having been considered and processed at the operational level competent to render a decision:
- a reproach against the firm or the registrant;
- a report of potential or actual harm to a consumer;
- a request for corrective action.
<<Thus, an initial expression of dissatisfaction on the part of a consumer, whether in writing or not, does not constitute a complaint when such dissatisfaction is resolved in the normal course of the firm's activities. On the other hand, if the consumer remains dissatisfied and his or her dissatisfaction must be handled by the person responsible for handling complaints and designated as such in the company's policy, then it is a complaint.>>
A complaint must be recorded in writing, in such a way that it can be preserved. The Autorité des Marchés Financiers complaint form is available to simplify the process. However, if you wish to express your complaint verbally, it is up to the firm to make a note of it in such a way that it can be preserved.
DOWNLOAD HERE: COMPLAINT FORM (OFFICIAL AMF)
STEPS IN THE COMPLAINTS HANDLING PROCESS
Receipt of complaint +
Complainants who are not satisfied with the answers or information they receive regarding their dissatisfaction, and who wish to file a complaint, are invited to do so in writing and/or in one of the following ways:
> Postal mail or in person :
ASSURANCES SIMON & ASSOCIÉS
C/O : Bianca Chiarappa
8490 Rue Saint-Hubert,
Montréal,Québec
H2P 1Z5
> E-mail :
> By telephone or verbally:
Téléphone cabinet: 514-881-8885
Téléphone ligne directe: 514-881-8885 poste 225
Acknowledgement of receipt sent with notice
Acknowledgement of receipt sent to the complainant with the notice within 5 working days;
PLEASE NOTE: In the case of an incomplete complaint, a notice containing a request for further information must be sent to the complainant within 10 working days, failing which the complaint may be deemed to have been abandoned.
Opening a separate file for each complaint
A separate file will be opened for each complaint and will consist of the following elements:
a) the complainant's complaint;
b) the acknowledgement of receipt sent to the complainant, together with any requests for clarification;
c) the outcome of the internal complaint handling process, including supporting documentation;
d) the final response, in writing and with reasons, sent to the complainant by the person in charge;
e) any other documents sent by the complainant to the Manager in connection with the complaint.
Processing a complaint
Once all the information required for the investigation to be conclusive has been received by the Manager, the investigation is initiated.
The complaint will be processed within 30 days of receipt of all required documents.
Before the expiry of this deadline, the Manager will send the complainant a written, reasoned reply. The firm's decision will then be final.
Forwarding the file to the AMF
If the complainant remains dissatisfied with the final response received following the handling of his/her complaint, the complainant may request the transfer of his/her file to the AMF in one of the following ways:
o Use the FORM FOR TRANSFERRING A FILE TO THE AUTORITÉ DES MARCHÉS FINANCIERS
o or submit your request in any other form.
The complainant's right to transfer expires after (1) year following receipt of the final response.
The Autorité will review the file received and, if necessary, may request additional information or documents.
Following analysis of the file, the Autorité will offer dispute resolution services, if deemed appropriate.
Updates
This policy is subject to change in accordance with AMF directives.
This policy is currently in effect and was amended in September 2024.
