Purpose of the Policy

According to the current legislation, “Every firm must process the complaints filed with it in a fair manner“.

Our Policy for the Processing of Complaints and Settlement of Disputes establishes a fair and free procedure for our clients to ensure that complaints received by ASSUREXPERT TINA CIAMBRONE & ASSOCIÉS, hereinafter referred to as “the firm”, are handled.

Our firm wishes to address any dissatisfaction communicated by our clients in order to satisfy our clients while respecting the legal framework to which our firm is subjected to.

ASSUREXPERT TINA CIAMBRONE & ASSOCIÉS comprises of a designated officer with the AMF that ensures brokers and other employees of the firm are aware of the Policy for the Processing of Complaints and Settlement of Disputes and have a copy of the policy readily available.

Complaints²

For the purpose of the policy, a complaint is an expression of at least one of the following three elements:

• a reproach in respect of the organization;
• the identification of real or potential harm that a consumer has sustained or may sustain; or
• a request for remedial action.

Thus, a first expression of dissatisfaction on the part of a consumer, whether written or not, does not constitute a complaint when this dissatisfaction is resolved in the normal course of the company’s activities. If the consumer remains dissatisfied and that his dissatisfaction must be handled by the person responsible for handling complaints and designated as such in the company’s policy, it is then a complaint.

However, companies should not unduly delay referring a complaint to a higher level for the sole purpose of avoiding the requirement to include the complaint in the complaint report.

Companies that do not have a multi-level complaint handling structure should consider themselves to have received a complaint when the consumer’s dissatisfaction persists after the business has made a reasonable attempt to resolve the dispute

A) WRITTEN 

To be admissible, a complaint must be made IN WRITING by the complainant. A lawsuit initiated by the complainant falls into the category of writing.

B) CONTENT

For the purpose of the policy, a complaint is an expression of at least ONE of the following three elements:

• a reproach in respect of the organization;
• the identification of real or potential harm that a consumer has sustained or may sustain; or
• a request for remedial action.

C) DISSATISFACTION OR CONCERN

An informal approach to correcting a particular problem is not a complaint, as long as the problem is handled in the course of the firm’s regular business activities and without the consumer having filed a complaint. In the absence of the above, our firm will also ensure that any dissatisfaction or concern that is brought to our attention is resolved.

D) CLAIM

If the complaint meets the definition of a “claim” under the firm’s professional liability insurance policy, then the following procedure will be followed:

• The firm forwards to the insurer the written complaint received from the complainant and requests the insurer confirm that the insurer will contact the client to deal with the complaint.
• This notice to the professional liability insurer must also specify that if the insurer does not contact the firm within 10 business days to confirm that it will handle the complaint, then the firm will assume responsibility for handling the complaint.

Complaints Officer

Clementina Ciambrone acts as the Complaints Officer for our firm with the Autorité des marchés financiers (the AMF) and sees to the training of the firm’s personnel. The person in charge must transmit to the personnel all the information necessary for the respect of this policy while ensuring its application.

Contact information for the complaints officer:
E-mail: [email protected]
Phone Number: 514-381-7411

How to file a complaint?

A complainant who is not satisfied with the answers or information obtained in the previous step and who wishes to file a complaint must do so in writing to the following address or by e-mail:

ASSUREXPERT TINA CIAMBRONE & ASSOCIÉS
4886, RUE JARRY EST
SAINT-LÉONARD, QUÉBEC, H1R 1X9
Tel.: 514-381-7411
E-mail:  [email protected]

It is recommended that the AMF COMPLAINT FORM TEMPLATE complaint form be used so that the complaint can be completed in accordance with the template.

DOWNLOAD THE AMF OFFICIAL COMPLAINT FORM TEMPLATE (OFFICIAL AMF)

¹ https://lautorite.qc.ca/professionnels/obligations-et-formalites-administratives/traitement-des-plaintes/vos-obligations-en-matiere-de-traitement-des-plaintes/
² https://lautorite.qc.ca/professionnels/obligations-et-formalites-administratives/traitement-des-plaintes