Purpose of the Policy

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

Our complaint handling and dispute resolution policy aims to establish a fair and free procedure for our clients to ensure the handling of complaints received by ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS, hereinafter referred to as “the firm.”

Our firm aims to address all dissatisfaction communicated by its clients with the objective of satisfying them while respecting the legal framework to which our firm is subject.

The designated responsible entity ASSUREXPERTS TINA CIAMBRONE & ASSOCIÉS ensures that brokers and other employees of the firm are aware of the complaint handling and dispute resolution policy statement 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 grievance against the registrant;
• The identification of a potential or actual harm suffered or that could be suffered by a consumer;
• A request for corrective action.

Thus, a first expression of dissatisfaction by a consumer, whether written or not, which is resolved in the ordinary course of business does not constitute a complaint. However, if the consumer remains dissatisfied and their dissatisfaction must be handled by the person responsible for complaint handling as designated in the company’s policy, it then becomes a complaint.
However, businesses should not unduly delay referring a complaint to a higher level solely to avoid the obligation to record the complaint in the complaint report.

For businesses that do not have a multi-level complaint handling structure, they must consider themselves seized of a complaint when the consumer’s dissatisfaction persists after a reasonable attempt to resolve the dispute by the business.

A) WRITTEN

For a complaint to be admissible, it must be made in WRITING by the complainant. A legal action initiated by the complainant also falls into the written category.

B) CONTENT

For the purposes of the policy, a complaint constitutes the expression of at least ONE of the following three elements:

• A grievance against the registrant;
• The identification of a potential or actual harm suffered or that could be suffered by a consumer;
• A request for corrective action.

C) DISSATISFACTION OR CONCERN

An informal approach to correct a specific problem does not constitute a complaint as long as the problem is addressed within the regular activities of the registrant and without the consumer filing a complaint. In the absence of the previously mentioned elements, our firm will also ensure that any dissatisfaction or concern addressed to it is resolved.

D) CLAIM

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

• The firm forwards the written complaint received from the complainant to the insurer and asks the insurer to confirm that it will communicate directly with the client to handle this 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, the firm will take charge of handling the complaint itself.

Complaint Responsible

Clementina Ciambrone acts as the respondent for our firm with the Autorité des marchés financiers (the “Authority”) and oversees staff training. The responsible person must provide the staff with all necessary information to comply with this policy while ensuring its application.

Complaint Responsible Contact Information:
E-mail: [email protected]
Phone Number:  514-381-7411

How to File a Complaint?

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

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

It is recommended to use the AMF complaint form MODEL so that the complaint can be filled out accordingly.

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