Complaints Handling Policy
Purpose
Definition of a complaint
A complaint is the expression of one of the following three elements, which remains after being considered and dealt with at the operational level competent to make a decision:
- A criticism of the company;
- Reporting potential or actual harm that a consumer has suffered or may suffer;
- A request for corrective action.
A complaint must be recorded in writing in a manner that allows it to be retained. If a consumer expresses a complaint verbally, the person handling the complaint must document it in a manner that allows it to be retained.
Thus, an initial expression of dissatisfaction by a consumer, whether written or not, does not constitute a complaint if the dissatisfaction is resolved in the normal course of the company’s business. However, if the consumer remains dissatisfied and their dissatisfaction must be handled by the person responsible for handling complaints and designated as such in the company’s policy, then it is considered a complaint.
Reception and application
Marie-Pier Belley, Assistant Director, is responsible for administering complaints in addition to maintaining a record of them. (Here referred to as “Manager A”)
Bryan Péladeau-Lefebvre, Director of the agency, is responsible for this policy, for forwarding complaint files (if applicable) to the OACIQ, for administering complaints received from the OACIQ, and for submitting a biannual report to the OACIQ. (Hereinafter referred to as “Manager B”)
In addition to the responsibilities mentioned above, manager “A” has the following duties:
- To acknowledge, in writing, receipt of complaints to the complainant, accompanied by the notice;
- To open a case file for each complaint, including the following elements:
- The complainant’s written complaint, including the three elements of the complaint (the complaint against the agency, broker, or employee; the actual or potential harm; and the requested corrective action);
- The outcome of the complaint handling process (analysis and supporting documents);
- Copy of the final, reasoned response from the firm that was sent to the complainant.
- To process the complaint within fifteen (15) business days after receiving all necessary information;
- To provide the complainant with the agency’s final, reasoned response;
- To forward complaint files to the policy manager;
- To create and maintain a register of complaints;
Any broker or agency employee who receives a complaint must refer it, upon receipt, to the person responsible “A” for this policy.
The person in charge must acknowledge receipt of the complaint to the complainant within five (5) business days, informing the complainant, among other things, of their right to request, within fifteen (15) business days of receiving all necessary information and no later than one year after receiving a response to their complaint, the transfer of their file to the OACIQ if they are dissatisfied with the response or the handling of their complaint. The notice must also mention that the OACIQ may offer mediation if the parties agree.
In the case of an incomplete complaint, a notice stating the need to provide additional information must be sent within five (5) business days, failing which the complaint shall be deemed to have been abandoned by the complainant.
Manager “B” is responsible for submitting the report once a year to the OACIQ, between March 1 and May 1 of each year, for complaints received between January 1 and December 31 of the previous year.
Contact details
To file a complaint, please contact this person in writing at the following address:
Attn: Marie-Pier Belley
Address : 83 rue Saint-Pierre, Québec (QC) G1K 4A3
Email: info@epeladeau.com