{"id":1059,"date":"2025-11-24T15:54:00","date_gmt":"2025-11-24T15:54:00","guid":{"rendered":"https:\/\/agencepeladeau.cp02.sh.id-3.net\/complaints-handling-policy\/"},"modified":"2025-11-24T15:54:00","modified_gmt":"2025-11-24T15:54:00","slug":"complaints-handling-policy","status":"publish","type":"page","link":"https:\/\/www.epeladeau.com\/en\/complaints-handling-policy\/","title":{"rendered":"Complaints Handling Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"1059\" class=\"elementor elementor-1059 elementor-957\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5d042d3 e-flex e-con-boxed e-con e-parent\" data-id=\"5d042d3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6602f7e elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6602f7e\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0228447 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"0228447\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInDown&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Complaints Handling Policy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-655dfc0 elementor-widget-divider--view-line elementor-widget elementor-widget-global elementor-global-759 elementor-widget-divider\" data-id=\"655dfc0\" data-element_type=\"widget\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_effect&quot;:&quot;yes&quot;,&quot;motion_fx_translateY_direction&quot;:&quot;negative&quot;,&quot;motion_fx_translateY_speed&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:1,&quot;sizes&quot;:[]},&quot;motion_fx_translateY_affectedRange&quot;:{&quot;unit&quot;:&quot;%&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:{&quot;start&quot;:25,&quot;end&quot;:75}},&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile_extra&quot;,&quot;mobile&quot;]}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<section class=\"elementor-element elementor-element-0bcf7a3 e-flex e-con-boxed e-con e-parent\" data-id=\"0bcf7a3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-047506f elementor-widget elementor-widget-heading\" data-id=\"047506f\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Purpose<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f51211f elementor-widget elementor-widget-text-editor\" data-id=\"f51211f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tThe purpose of the policy is to ensure fair and free handling of complaints, including the protection of personal or sensitive information. This processing aims in particular to regulate the receipt of complaints, the transmission of acknowledgments of receipt and notices to complainants, the creation of complaint files, the transmission of these files to the Organisme d&#8217;autor\u00e9glementation du courtage immobilier du Qu\u00e9bec (OACIQ) at the request of the complainant, and the transmission of complaint reports to this organization. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-47de596 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"47de596\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t<section class=\"elementor-element elementor-element-6195f63 e-flex e-con-boxed e-con e-parent\" data-id=\"6195f63\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-424a9ce elementor-widget elementor-widget-heading\" data-id=\"424a9ce\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Definition of a complaint<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8548274 elementor-widget elementor-widget-text-editor\" data-id=\"8548274\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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:<\/p><ul><li>A criticism of the company;<\/li><li>Reporting potential or actual harm that a consumer has suffered or may suffer;<\/li><li>A request for corrective action.<\/li><\/ul><p> <\/p><p>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.<br>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&#8217;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&#8217;s policy, then it is considered a complaint.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ec83ba5 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ec83ba5\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t<section class=\"elementor-element elementor-element-34ff23f e-flex e-con-boxed e-con e-parent\" data-id=\"34ff23f\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1b0c409 elementor-widget elementor-widget-heading\" data-id=\"1b0c409\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Reception and application<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f83a85a elementor-widget elementor-widget-text-editor\" data-id=\"f83a85a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Marie-Pier Belley<\/strong>, Assistant Director, is responsible for administering complaints in addition to maintaining a record of them. (Here referred to as \u201cManager A\u201d) <\/p><p><strong>Bryan P\u00e9ladeau-Lefebvre<\/strong>, 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 \u201cManager B\u201d) <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22898aa elementor-widget elementor-widget-text-editor\" data-id=\"22898aa\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In addition to the responsibilities mentioned above, manager \u201cA\u201d has the following duties:<\/p><ul><li>To acknowledge, in writing, receipt of complaints to the complainant, accompanied by the notice;<\/li><li>To open a case file for each complaint, including the following elements:<ul><li>The complainant&#8217;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);<\/li><li>The outcome of the complaint handling process (analysis and supporting documents);<\/li><li>Copy of the final, reasoned response from the firm that was sent to the complainant.<\/li><\/ul><\/li><li>To process the complaint within fifteen (15) business days after receiving all necessary information;<\/li><li>To provide the complainant with the agency&#8217;s final, reasoned response;<\/li><li>To forward complaint files to the policy manager;<\/li><li>To create and maintain a register of complaints;<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d085ef3 elementor-widget elementor-widget-text-editor\" data-id=\"d085ef3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Any broker or agency employee who receives a complaint must refer it, upon receipt, to the person responsible \u201cA\u201d for this policy.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d90a21 elementor-widget elementor-widget-text-editor\" data-id=\"3d90a21\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>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. <\/p><p>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.<\/p><p>Manager \u201cB\u201d 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62f7c10 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"62f7c10\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t<section class=\"elementor-element elementor-element-21bdc28 e-flex e-con-boxed e-con e-parent\" data-id=\"21bdc28\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3635de1 elementor-widget elementor-widget-heading\" data-id=\"3635de1\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Contact details<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ae0477d elementor-widget elementor-widget-text-editor\" data-id=\"ae0477d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>To file a complaint, please contact this person in writing at the following address:<br>Attn: Marie-Pier Belley<br>Address : <a href=\"https:\/\/maps.app.goo.gl\/CJVLAD5rQ8yqAS2E9\" target=\"_blank\" rel=\"noopener\">83 rue Saint-Pierre, Qu\u00e9bec (QC) G1K 4A3<\/a><br>Email: <a href=\"mailto:info@epeladeau.com\">info@epeladeau.com<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-52865d9 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"52865d9\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Purpose The purpose of the policy is to ensure fair and free handling of complaints, including the protection of personal or sensitive information. This processing aims in particular to regulate the receipt of complaints, the transmission of acknowledgments of receipt and notices to complainants, the creation of complaint files, the transmission of these files to [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1059","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.epeladeau.com\/en\/wp-json\/wp\/v2\/pages\/1059","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.epeladeau.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.epeladeau.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.epeladeau.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.epeladeau.com\/en\/wp-json\/wp\/v2\/comments?post=1059"}],"version-history":[{"count":1,"href":"https:\/\/www.epeladeau.com\/en\/wp-json\/wp\/v2\/pages\/1059\/revisions"}],"predecessor-version":[{"id":1060,"href":"https:\/\/www.epeladeau.com\/en\/wp-json\/wp\/v2\/pages\/1059\/revisions\/1060"}],"wp:attachment":[{"href":"https:\/\/www.epeladeau.com\/en\/wp-json\/wp\/v2\/media?parent=1059"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}