The Act for the distribution of financial products and services (S.Q. 1998, c.37) as set out in the Act respecting the National Agency for the Supervision of the Financial Sector determines the rules applicable in the handling of complaints and the resolution of disputes and is intended to support the consumer in his or her procedures directed to the managing firm. The purpose of this policy is to establish a uniform and efficient processing procedure for complaints.
Goal
The purpose of this policy is to allow consumers to process their complaints, as a result of any dissatisfaction, all in a fair and free manner.
The person in charge of the mutual fund component Here is the contact information for the Complaints Officer for Mica Capital Inc.:
Mica Capital Inc
Complaints and Disputes
7900 boul. Pierre-Bertrand, Suite 300
Quebec City, QC G2J 0C5
Email: plainte@micasf.com
The person in charge of life and health insurance
Here is the contact information for the complaints officer in our company:
Mr. Jean-François Bouchard
1 rue des Écus
Blainville, QC J7C 5V7
Email: jfbouchard@sfapex.qc.ca
Definition of a complaint
A complaint must consist of at least one of the three elements to be considered for the purposes of the policy:
(a) A reproach to the company.
(b) Identification of potential or actual harm to the customer.
(c) A request for corrective action.
A complaint must be made in writing (letter, fax, e-mail, etc.) and a copy of the complaint should be sent to the Complaints Officer.
Please note that a first expression of dissatisfaction, written or not, will not be considered a complaint. Also, an informal approach to correct a particular problem, to the extent that the problem is dealt with within the framework of the regular activities does not constitute a complaint.
Procedure for handling complaints about the firm and its Attached Representatives
(a) Acknowledgment of receipt of the complaint and notice to the complainant.
An acknowledgment of receipt of the complaint and a notice must be sent to the complainant by the person responsible for handling complaints, within 5 working days of the receipt of the complaint.
At a minimum, the acknowledgment of receipt of the complaint must contain the following:
– The name and contact information of the person responsible for the processing of
complaints.
– Inform the complainant of the time required to process the complaint.
– 15 days to provide additional information if the complaint is incomplete.
– Inform the complainant of the main elements of our processing policy regarding complaints.
– Refer the complainant to the opinion proposed by the Autorité des Marchés Financiers (AMF)
