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A-8.2, r. 2 - Regulation respecting complaint processing and dispute resolution in the financial sector
FrançaisArticle 33
Versions de la disposition
33. A financial institution, a financial intermediary or a credit assessment agent may not:
1° when it presents the complainant with an offer to resolve the complaint, attach a condition to the offer that:
a) prevents the complainant from exercising the right to request to have the complaint record examined by the Authority or, where applicable, its federation;
b) requires the complainant to withdraw any other complaint that the complainant has filed; or
c) prevents a complainant from communicating with the Authority, a self-regulatory organization recognized under section 59 of the Act respecting the regulation of the financial sector (chapter E-6.1) or the Chambre de la sécurité financière or the Chambre de l’assurance de dommages, established under section 284 of the Act respecting the distribution of financial products and services (chapter D-9.2).
2° in any representation or communication intended for the public, use in referring to its complaint processing department or the persons assigned to it the term “ombudsman” or any other qualifier of the same nature that suggests that such persons are not acting on behalf of the financial institution, the financial intermediary or the credit assessment agent.
In force: 2025-07-01
33. A financial institution, a financial intermediary or a credit assessment agent may not:
1° when it presents the complainant with an offer to resolve the complaint, attach a condition to the offer that:
a) prevents the complainant from exercising the right to request to have the complaint record examined by the Authority or, where applicable, its federation;
b) requires the complainant to withdraw any other complaint that the complainant has filed; or
c) prevents a complainant from communicating with the Authority, a self-regulatory organization recognized under section 59 of the Act respecting the regulation of the financial sector (chapter E-6.1) or the Chambre de la sécurité financière or the Chambre de l’assurance de dommages, established under section 284 of the Act respecting the distribution of financial products and services (chapter D-9.2).
2° in any representation or communication intended for the public, use in referring to its complaint processing department or the persons assigned to it the term “ombudsman” or any other qualifier of the same nature that suggests that such persons are not acting on behalf of the financial institution, the financial intermediary or the credit assessment agent.
