Purpose of the policy
According to the legislation in force, “every firm must deal fairly with the complaints made to it”.
Our policy for handling complaints and settling disputes is to set up a fair and free procedure for our clients in order to ensure that complaints received by CONSILIUM ASSURANCE / GROUPE CONSEIL, hereinafter referred to as “the firm”, are handled.
Our firm wishes to take charge of all dissatisfaction communicated by its customers in order to satisfy its customers while respecting the legal framework to which our firm is subject.
The designated manager of CONSILIUM ASSURANCE / GROUPE CONSEIL with the AMF ensures that brokers and other employees of the firm are familiar with the policy statement for handling complaints and resolving disputes and have a copy available.
Complaint
For the purposes of the policy, a complaint constitutes the expression of at least one of the following three elements:
- a reproach against the registrant;
- identification of potential or actual harm that a consumer has suffered or may suffer;
- the claim for corrective action.
A) WRITTEN
To be admissible, a complaint must be made IN WRITING by the complainant. Falls into the category of writing, a legal action instituted by the plaintiff.
B) CONTENT
For the purposes of the policy, a complaint constitutes the expression of at least ONE of the following three elements:
- a reproach against the registrant;
- identification of potential or actual harm that a consumer has suffered or may suffer;
- the claim for corrective action.
C) DISSATISFACTION OR CONCERN
Does not constitute a complaint, any informal approach aimed at correcting a particular problem, insofar as the problem is dealt with within the framework of the regular activities of the registrant and without the consumer having filed a complaint. In the absence of the elements mentioned above, our firm will also make sure to resolve any dissatisfaction or concerns that are addressed to it.
D) COMPLAINT
If the complaint meets the definition of a “claim” under the firm’s professional liability insurance policy, then the procedure followed will be as follows:
– the firm sends the insurer the written complaint received from the complainant and asks the insurer to confirm that it will contact the client itself to deal with the complaint;
– This notice to the professional liability insurer must also specify that if the latter, within 10 working days, does not communicate with the firm to confirm that it will handle the complaint, then the firm will take charge of the processing itself. of this complaint;
Complaints Manager
Hugo Langlois acts as a respondent for our firm with the Autorité des marchés financiers (the Authority) and oversees the training of company personnel. The manager must provide staff with all the information necessary to comply with this policy while ensuring that it is applied.
Complaints Officer Contact Information:
Email: hlanglois@groupeconsilium.ca
Phone: 514-312-7190, #443