Summary of our complaint processing and dispute resolution procedure in Quebec

The complaint process starts after you file a complaint following the steps described above. We aim to resolve each complaint as quickly as possible. Once your complaint is received, we will:

1. Acknowledge receipt of your complaint

We will acknowledge receipt of your complaint in writing within 10 days of receiving it.

2. Record details of the complaint

For every complaint received, we create a record where all documents and information required for processing the complaint are maintained and kept up to date.

3. Analyze the complaint

We will review your complaint to make sure we understand the situation and the details provided. We may ask you for more information if required.

Where possible, we will handle the complaint following our simplified process. This process is for complaints that we can resolve to your satisfaction within 20 days. We consider a complaint resolved to your satisfaction when you accept our proposed solution or find that our explanations are sufficient to resolve your complaint.

Under the simplified process, your complaint may be handled verbally (e.g., by phone call) or in writing.

If we cannot propose a satisfactory solution or provide explanations that are sufficient to resolve your complaint under this process, we will notify you in writing. In such case, your complaint will continue to be processed in accordance with the next steps in our complaint process detailed below.

4. Provide a written final response

In cases where your complaint is not resolved through our simplified process, we will provide you with a written final response within 60 days. In our response, we will explain our review of your complaint and what led to our response, and where applicable, the proposed solution to your complaint.

We may require additional time. We may determine that your complaint is taking longer or is more complex to process, and that additional time is required for our analysis. If this is the case, you will be notified in writing of the extension, which will not exceed 30 days.

5. Assessment of the offer and resolution of the complaint

Once you receive our response, we encourage you to review it thoroughly and assess our offer, where applicable. You should seek any advice needed to make an informed decision.

If we reach an agreement with you to resolve your complaint, we will give effect to the offer within 30 days of our agreement, unless we agree upon a different timeline that is in your best interest.