Dispute and Complaint Handling Policy

Purpose of the policy 

The purpose of this dispute and complaint handling policy is to establish a free, simple, and fair procedure for their processing.

It aims to identify the person responsible for handling, to oversee the receipt and processing of complaints, and, where applicable, the transfer of the case to the Financial Markets Authority, hereinafter referred to as the "Authority."

Also, the policy applies regardless of the nature of the activities that generate a dispute or complaint, whether it is related to general management activities, the distribution of insurance products or services, or the protection of personal information. 

Responsible people

The person responsible for implementing this policy within Assurancia Groupe Tardif is Valérie Hamel, Director of Customer Experience.

Within the policy, her functions include, among others:

• Sending an acknowledgment of receipt to the complainant within 10 business days of receiving a complaint.
• Analyzing disputes and complaints in a reasonable time frame (note that the responsible person can delegate this task while ensuring supervision).
• Making a decision based on the analysis and informing the complainant.
• Transmitting the case to the Authority, upon request from the complainant.
• Maintaining a record of complaints.
• Reporting complaints to the Authority through the designated system.

Complaint Reception

A consumer or a client of Assurancia Groupe Tardif who wishes to file a complaint can do so verbally or in writing by contacting the responsible person:

• By mail: 299 Boulevard Frontenac W. Thetford Mines, QC G6G 6K2
• By phone: 418-623-3029 ext. #38474
• By email: vhamel@assuranciagt.ca 

Complaint Handling

For the purposes of this policy, a complaint constitutes the verbal or written expression of at least one of the following elements, which persists after being considered and processed at the competent operational level to make a decision.

It must contain one of the following elements:

• Identification of a potential or actual harm that a consumer may have suffered or could suffer and details of the alleged facts, dates, and other necessary information to analyze the case.
• A reproach against the firm, a representative, or an employee.
• A request for corrective action.

Upon receiving a complaint, the person responsible for handling complaints will send an acknowledgment of receipt to the complainant within 10 business days of receiving the complaint. An impartial analysis will be conducted within a reasonable time frame, not exceeding 60 business days following the receipt of the complaint and the necessary elements for its analysis.

In the case of an incomplete complaint, a notice requesting additional information will be sent to the complainant. The complainant must provide the necessary information before the analysis of the case can resume or continue.

The complaint must be handled impartially and within a reasonable time frame, not exceeding 60 days following the receipt of the complaint. This deadline should be respected, regardless of the various levels of processing involved.

Transmission to the Authority

If the complainant is not satisfied with the outcome of the complaint processing or the processing itself, they can request the responsible person to transfer their complaint file to the Authority.

Address to use for the transfer:

AUTORITÉ DES MARCHÉS FINANCIERS

Place de la Cité, Cominar Tower 2640 Laurier Boulevard, Suite 400

Québec City (Québec) G1V 5C1

The file transferred to the Authority will include all the documents related to the complaint.

The transfer must be made to the Authority within 30 days of the complainant's request.

Policy Effective Date: Updated - October 2, 2023