Compliance

Ta Planif has implemented a policy on the fair treatment of complaints and disputes.

This policy applies to the representatives who are affiliated with it within the meaning of the regulations. Thus, before deciding to contact Ta Planif, a client must first identify the discipline to which the case belongs.

If the relevant facts relate to the discipline of collective savings (mutual funds), the client can transmit their complaint to MICA.

If the relevant facts relate to the discipline of mortgage brokerage, the client can transmit their complaint to PlaniPrêt.

If the relevant facts relate to the discipline of personal insurance or financial planning, the client can transmit their complaint to Ta Planif.

To verify the registration status of a representative, you can consult the Register of Enterprises and Individuals Authorized to Practice on the le Registre des entreprises et des individus autorisés à exercer 

Who is responsible for handling a duly submitted complaint file?

In the case of a complaint about personal insurance or financial planning, the Ta Planif Compliance Officer is responsible for applying the policy on the treatment of complaints and disputes and acts as a respondent to the Autorité des marchés financiers.

In the case of a complaint about collective savings, the MICA Compliance Officer is responsible for applying the policy on the treatment of complaints and disputes and acts as a respondent to the Autorité des marchés financiers.

In the case of a mortgage brokerage complaint, the Planiprêt Compliance Officer is responsible for applying the policy on the treatment of complaints and disputes and acts as a respondent to the Autorité des marchés financiers.

What is a complaint or dispute?

For the purposes of this policy, a complaint constitutes the expression of the following three elements:

• A reproach to the registered representative;
• The identification of a potential or actual prejudice that a consumer has suffered or could suffer;
• The claim for a corrective measure.

An informal approach to correct a particular problem does not constitute a complaint, insofar as the problem is dealt with in the course of regular activities and without the consumer having filed a complaint.

Where to file a complaint?

We encourage clients to submit their complaint by email whenever possible. Clients who have difficulty submitting their complaint by email are asked to inform us so that we can assist them. For confidentiality reasons, we only deal with the client concerned or with a person expressly authorized in writing by the client to do business with us on their behalf.

The consumer who wishes to file a complaint concerning the discipline of personal insurance or financial planning must do so in writing to the following email address: info@taplanif.ca

The consumer who wishes to file a complaint concerning the disciplines of collective savings must do so in writing to the following email address: siegesocial@micasf.com

The consumer who wishes to file a complaint concerning the discipline of mortgage brokerage must do so in writing to the following email address: info@planipret.com

Complaint file keeping

Upon receipt of a complaint, a file will be created and assigned to the responsible person so that they can take charge of it and administer it.

What will happen after a complaint is received?

An acknowledgment of receipt will be sent to the complainant within 5 working days of receipt of a complaint, which will be accompanied by a notice to the complainant and a copy of our policy on the treatment of complaints and disputes.

The complaint will be recorded in our complaint register. An in-depth analysis of the file will be carried out by the person responsible for handling complaints.

Once the analysis is complete, a written and reasoned response will be communicated to the complainant, at the latest, 90 days after the date of receipt of a complaint. Our response may take the form of a settlement offer, a rejection of the complaint explaining our reasons, or any other response deemed relevant.

If the complainant is not satisfied with the outcome of the handling of their complaint or the handling process itself, they may request that the firm transfer their file to the Autorité des marchés financiers.

This right can only be exercised by the complainant after the expiry of the period provided for obtaining a final response.