The purpose of a complaint review and dispute resolution policy is to establish a free and fair complaint handling procedure. It is also intended to track the receipt of complaints, the issuance of acknowledgment of receipt, and the creation of a complaint file.
In Quebec, complaint files are transferred to the Financial Markets Authorities (AMF) at the complainant's request. Reports are filed annually with the AMF, including all complaints filed during the year.
For complaints in Canadian provinces, see the link below for a list of provincial regulator contacts: https://www.cisro-ocra.com/ListofCISROmembersComplaints
Complaints
For the purposes of this policy, a complaint is the expression of at least one of the following three elements:
1. A complaint (express disapproval, criticism, or disappointment in someone) against the registrant by the customer, or
2. Identification of actual or potential harm that a consumer has suffered or may suffer, or
3. Request for corrective action. Informal measures to correct a specific problem are not considered a complaint, provided the problem is resolved in the normal course of business and the consumer has not filed a complaint.
Complaint Reception
Consumers wishing to file a complaint must do so in writing at lbrossard@assuranceslmb.com
Addressed to the Senior Compliance Officer at LMB Inc. Insurance,
Lissa-Marie Brossard.
In addition, she will be responsible for:
· Issuing an acknowledgment of receipt and notification to the complainant
· Transferring the file to the appropriate provincial regulatory body or to the AMF , at the complainant's request, if applicable
· Submitting an annual complaint report to the AMF
· Handling the complaint within 7 business days of receipt
The acknowledgment of receipt must contain the following information:
Acknowledgment of receipt to the consumer, with a copy of the acknowledgment sent to LMB Insurance Inc.’s Compliance Department for review, and include the following information:
· A description of the complaint, specifying the actual or potential harm, the allegation against the policyholder, and the corrective action requested; The name and contact information of the person responsible for reviewing complaint.
· In the event of an incomplete claim, a notice requesting additional information to which the complainant must respond within a specified time frame (30 days), must be filed otherwise the complaint will be deemed abandoned.
The complaint review policy:
· A notice* indicating that if the complainant is not satisfied with the outcome or review of the complaint, they may request that the complaint file be transferred to the AMF or the appropriate provincial regulatory body. This notice must also state that the AMF may offer dispute resolution services if it deems appropriate.
· A reminder to the complainant that filing a complaint with the AMF, or another provincial regulatory body does not interrupt the limitation period for civil remedies against the registrant.
*Example of a notice:
As a complainant, if you are not satisfied with the outcome or review of the complaint, at your request, your file may be transferred to the Financial Markets Authority (AMF) or any other appropriate provincial regulatory body. Once the file has been forwarded to the AMF, the regulator may, if it deems appropriate, offer dispute resolution services. It should be noted that filing a complaint with the AMF does not interrupt the limitation period for civil remedies against the registrant.
Creating the Complaint File:
A separate file must be created for each complaint and must contain the following:
1. The written complaint and its three elements (the allegation against the registrant, the actual or potential harm, and the requested remedy). See the client complaint form available for download at the bottom of this page.
2. The outcome of the complaint review process (analysis and supporting documents)
3. Final written response to the complainant with supporting reasons.
Complaint Review
Upon reception of a complaint, the review process is triggered. The complaint must be reviewed by LMB Insurance within 7 business days of receiving all the information necessary for the review. After reviewing the complaint, LMB Insurance Inc. 's primary contact must send the complainant a response with supporting reasons.
Transfer of the File to the Regulator:
If dissatisfied with the outcome or review of their complaint, the complainant may at any time request that the registrant transfer the file to the AMF or another provincial legislation organization. The transferred file must include all information related to the complaint. The AMF has developed an official form for this purpose, which is attached to this policy. It should be noted that the holder is responsible for complying with the rules governing the protection of personal information.
Annual Complaint Reporting (to the AMF)
The primary or secondary contact must file an annual report with the AMF detailing the number and nature of complaints received. This report must be produced regardless of whether complaints have been received or if the firm has more than one employee or representative in the province of Quebec.
In 2007, the AMF indicated that if a firm has only one representative, the firm is no longer required to complete a report stating that it has received no complaints, but rather to file a report upon reception of a complaint.
In November 2022, reporting periods were redesignated to an annual basis, with the first reporting date set for April 2023.
For more information on the AMF's complaint policies and procedures, please visit the complaint reporting page below: https://lautorite.qc.ca/grand-public/assistance-et-plainte/formuler-une-plainte