What is a complaint?
For the purposes of the policy, a complaint is an expression of at least one of the following three elements:
An accusation against the firm.
- The identification of a potential or actual harm that a consumer has suffered or may suffer.
- A request for corrective action.
Who is responsible for complaint management?
Ms. Marie-Ève Adams is responsible for applying this policy within our firm and acts as the AMF’s point of contact. She handles staff training and, more specifically, provides them with the information they need to comply with the policy.
The person in charge is also responsible for:
- Sending an acknowledgment of receipt to the complainant.
- Sending required notices to the complainant.
- Sending the file to the AMF, if requested by the complainant.
- Submitting an annual report to the AMF.
Receiving a complaint
A consumer who wishes to file a complaint must do so in writing, sending it to the following address:
AMR Assurances Multi-Risques Inc.
1910, Rue King Ouest, Suite 300
Sherbrooke, Quebec J1J 2E2
When a complaint is received, the person responsible for processing will send the complainant an acknowledgment within 5 days of receipt containing the following information:
- A description of the complaint received specifying the harm suffered or potential harm, the complaint against the firm and the request for corrective action
- The name and contact information of the person responsible for processing the complaint.
- In the case of an incomplete complaint, a notice with a request for additional information, to which the complainant must respond within 30 days; failing this, the complaint will be considered abandoned.
- A copy of the policy.
- A notice informing the complainant of their right to request, if they are not satisfied with the outcome of the handling of their complaint or the handling itself, upon expiration of the 30-day period for the firm’s final response. If the complainant does not exceed the period of one year allotted upon receipt of this response, they may request the transfer of their case to the AMF.
- The notice shall also state that the AMF may offer mediation if it deems it appropriate and if the parties consent.
- A notice reminding the complainant that mediation is an out-of-court settlement process in which a third person (the mediator) works with the parties to help them come to a satisfactory agreement.
- A notice informing the complainant that filing a complaint with the AMF does not interrupt the statute of limitations on their appeals against the firm in the civil courts.
Creating a complaint file
A separate file is required for each case. The file must include the following:
- The complainant’s written complaint, including the three elements of the complaint (the complaint against the firm, the actual or potential harm, and the corrective action requested).
- The outcome of the complaint processing (the analysis and supporting documentation).
- A copy of the firm’s final written response, with an explanation, that was sent to the complainant.
Processing the complaint
When a complaint is received, the firm must conduct an investigation. The complaint will be processed within a reasonable period of time, which is 30 days after receipt of all the information necessary to investigate the complaint.
Sending the case to the AMF (if necessary)
If the complainant is not satisfied with the result of the handling of their complaint or with the handling itself, they may request that the firm transfer their file to the AMF. This right may be exercised by the complainant only after the expiration of the time limit for obtaining a final response, not to exceed a period of one year from the date of receipt of such response. The transferred file shall include all documents relating to the complaint. Compliance with privacy rules remains the responsibility of the firm.