Complaint handling policy

1. Purpose of the policy

The purpose of this complaint handling and dispute resolution policy is to establish a simple and fair process for handling complaints received by La Turquoise, a damage insurance and financial services brokerage, hereinafter referred to as the “brokerage”.

The policy is intended to govern the receipt of complaints, the issuance of acknowledgements and notices to complainants, the creation of complaint files, the transfer of files to the Autorité des Marchés Financiers, hereinafter referred to as the “Authority”, when applicable, and the compilation of information for the preparation and submission of a semi-annual report.

2. Persons responsible

The person responsible for implementing this policy within our brokerage is Line Gagné and Rachel Gaudet.

She’s acts as the Authority’s designated representative. She’s is responsible for staff training and, in particular, for providing the information required to comply with this policy.

The person responsible also performs the following duties:

• sending an acknowledgement of receipt to the complainant;
• submitting an annual report to the Authority through the complaint’s registry.

3. Complaints

For the purposes of this policy, a complaint is the expression of at least one of the following three elements that remains unresolved after being reviewed and addressed at the appropriate operational level responsible for making a decision:

• a criticism directed at an employee or the brokerage;
• the identification of actual or potential harm suffered or that may be suffered by a consumer;
• a request for corrective action.

A complaint does not include an initial expression of dissatisfaction from a consumer, whether written or verbal, when the matter is resolved through the brokerage’s normal business activities.

4. Receipt of a complaint

A consumer who wishes to file a complaint may do so by contacting the person responsible for this policy.

By mail:
La Turquoise, Cabinet en assurance de dommages et services financiers
104 Dubois Street
Saint-Eustache, QC J7P 4W9

By phone:
450-472-5332 or 1-800-363-6308

By email:
line.gagne@laturquoise.ca
rachel.gaudet@laturquoise.ca

Any employee who receives a complaint, as defined in Section 3, must forward it to the person responsible for implementing this policy as soon as it is received.

The person responsible must acknowledge receipt of the complaint within 10 business days. The acknowledgement must contain at least the following information:

• a description of the complaint received, specifying the actual or potential harm, the criticism directed at the employee or brokerage, and the corrective action requested;
• the name and contact information of the person responsible for handling the complaint;
• in the case of an incomplete complaint, a notice requesting additional information, which the complainant must provide within 10 days, failing which the complaint will be considered abandoned.

5. Creation of the complaint file

The complaint file must include the following:

• the complainant’s written complaint or a complete description of the complaint if it was made verbally. The complaint must include the criticism directed at the employee or brokerage, the actual or potential harm, and the corrective action requested;
• the outcome of the complaint handling process, including the analysis and supporting documents;
• a copy of the brokerage’s final written response, including the reasons provided, sent to the complainant.

6. Complaint handling

Upon receipt of a complaint, the brokerage must conduct an investigation.

The complaint must be handled within a reasonable time, namely within 30 business days after receiving all information required for the review.

At the conclusion of the investigation, the person responsible must send the complainant a final written response, including the reasons for the decision.

7. Transfer of the complaint file to the Authority

If the complainant is not satisfied with the outcome of the complaint review process or with the handling of the complaint itself, they may submit their complaint file to the Autorité des Marchés Financiers.

The complainant may exercise this right only after the deadline for receiving a final response has passed and no later than one year from the date that response was received.

The file transferred to the Authority includes all documents related to the complaint.

The brokerage remains responsible for complying with personal information protection requirements.

8. Annusl report

Once a year, the person responsible submits a report to the Authority through its electronic system, whether or not complaints have been received. The report sets out the number and nature of complaints received.

• No later than May 30 of each year.

9. Effective date

This policy came into effect on May 17, 2016, and was updated on July 24, 2026.