A-8.2, r. 2 - Regulation respecting complaint processing and dispute resolution in the financial sector

Article 3 Versions de la disposition

2025-07-01

3. For the purposes of this Regulation, “complaint” means any reproach or dissatisfaction in respect of a service or product offered by a financial institution or a financial intermediary where the reproach or dissatisfaction is communicated by a person who is a member of the clientele of the financial institution or financial intermediary and a final response is expected.

It also means any reproach or dissatisfaction in respect of a practice of a credit assessment agent where the reproach or dissatisfaction is communicated by any person concerned by a record that the credit assessment agent holds.

A final response is expected when the complainant’s communication explicitly or implicitly implies that action must be taken to address the complaint.

The following are not considered complaints:

1°  a request made for information or materials in respect of an offered product or service;

2°  a request for access or rectification made in accordance with the Act respecting the protection of personal information in the private sector (chapter P-39.1);

3°  a claim for an indemnity or any other insurance claim;

4°  a request for correction of a clerical error or mistake in calculation; and

5°  communication of a comment or feedback.

Despite subparagraph 4 of the fourth paragraph, any request for correction of a clerical error or mistake in calculation for which further action must be taken to address the consequences of the error or mistake for the person making the request or, in the case of a financial institution or financial intermediary, for any other person who is a member of its clientele or, in the case of a credit assessment agent, for any other person concerned by a record that the assessment agent holds constitutes a complaint.

A.M. 2024-01, s. 3.

Non en vigueur

In force: 2025-07-01

3. For the purposes of this Regulation, “complaint” means any reproach or dissatisfaction in respect of a service or product offered by a financial institution or a financial intermediary where the reproach or dissatisfaction is communicated by a person who is a member of the clientele of the financial institution or financial intermediary and a final response is expected.

It also means any reproach or dissatisfaction in respect of a practice of a credit assessment agent where the reproach or dissatisfaction is communicated by any person concerned by a record that the credit assessment agent holds.

A final response is expected when the complainant’s communication explicitly or implicitly implies that action must be taken to address the complaint.

The following are not considered complaints:

1°  a request made for information or materials in respect of an offered product or service;

2°  a request for access or rectification made in accordance with the Act respecting the protection of personal information in the private sector (chapter P-39.1);

3°  a claim for an indemnity or any other insurance claim;

4°  a request for correction of a clerical error or mistake in calculation; and

5°  communication of a comment or feedback.

Despite subparagraph 4 of the fourth paragraph, any request for correction of a clerical error or mistake in calculation for which further action must be taken to address the consequences of the error or mistake for the person making the request or, in the case of a financial institution or financial intermediary, for any other person who is a member of its clientele or, in the case of a credit assessment agent, for any other person concerned by a record that the assessment agent holds constitutes a complaint.

A.M. 2024-01, s. 3.