The objective of the Complaint Handling and Dispute Resolution Policy is to create efficient and fair procedures to handle complaints received by La Turquoise Agency (the “agency”). The aim is to streamline receipt of complaints, delivery of the acknowledgment of receipt and notices to the complainant, as well as create complaint files, and where applicable, submit the file to Autorité des marchés financiers (“AMF”), and compile complaints in order to prepare and file a report twice a year.
The person in charge of applying the Policy within the Company is Frank Douhaud, Vice-President, Personal Lines.
He shall act as respondent with the AMF, provide training to employees and, more specifically, make sure the employees receive the information required to ensure the Policy is respected.
The person in charge shall also:
For the purposes of the Policy, a complaint is the expression of at least one of the three following issues which remain after being examined and handled at the appropriate decisional level:
Frank Douhaud, La Turquoise, 104, Dubois street, St-Eustache, Qc, J7P 4W9
By phone: 1-833-540-1259
Employees who receive a complaint, as defined in Article 3, must, upon receipt, forward it to the person in charge of applying this Policy, whom, shall add it in the register of complaints for the agency.
The person in charge must acknowledge receipt of the complaint within ten (10) business days. The acknowledgement of receipt must contain at least the following information:
A separate file must be created for each complaint.
The file must contain:
On receipt of a complaint, the Company must carry out an investigation.
The complaint must be examined within a reasonable period of time, namely within thirty (30) business days of receipt of all the information required to examine it.
At the end of the investigation, the person in charge must send the complainant a final written reply with justifying reasons.
If the complainant is not satisfied with the outcome of the complaint, or the process itself, he/she can ask the Company to transfer the complaint file to the AMF.
The file transferred to the AMF must include all of the information related to the complaint.
Twice a year, regardless whether any complaints were received, the person in charge must file a report with the AMF, using the CRS, detailing the number and nature of the complaints received.
The reporting periods are:
The Policy took effect on September 1, 2020.