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Complaint Review Policy

In accordance with its obligations, Aurrea Signature has a process to handle complaints.

Purpose of the Policy

The purpose of this policy is to allow consumers to file a complaint arising from a dissatisfaction in a fair manner and free of charge.

At Aurrea Signature, we believe that our client complaints are important, and it is our duty to respond to a dissatisfaction in a prompt and courteous manner.

Procedure to follow

If you are dissatisfied with a decision made or the manner in which your file is handled, proceed as follows:

Before contacting us

  1. Have all your documents on hand for easy referral.
  2. Determine the reason for your dissatisfaction, the questions you wish to ask, the arguments you wish to make and the solution you are seeking (if you are seeking financial compensation, please specify so).
  3. Select your preferred communication method: If you contact the employee who served you by phone, it may be preferable to call this person first to schedule a telephone meeting, which allows the employee to have your file on hand and set aside the time to take your call.
  4. If you prefer to communicate in writing, attach photocopies of all documents, do not send the original documents.

Complaints Officer

Once you have followed the previous steps, if you are still not satisfied with the response at the operational level, you may file a formal complaint with the Complaints Officer. The Complaints Officer will process your complaint with impartiality. 

Contact information of the Complaints Officer at Aurrea Signature:

Me Adrien Legault
Chief Compliance Officer
Aurrea Signature
1205  Ampère Street, Suite 201
Boucherville, Quebec  J4B 7M6
Email: a.legault@aurrea.com
Phone: 1-877-831-4884, ext. 131

Submitting a Formal Complaint

A complaint must express at least one of the following three elements, which persists after being addressed at the operational level to be considered a complaint within the meaning of the policy:

  1. A complaint against the Company;
  2. The identification of real or potential harm that an insured has sustained or could sustain;
  3. A request for corrective measures.

An initial expression of dissatisfaction, in writing or not, does not constitute a complaint. Furthermore, an informal step to correct a specific problem, to the extent that the problem is dealt within the regular course of business, does not constitute a complaint. A complaint directed toward a person or an entity that has the obligation to process the complaint themselves does not qualify as a complaint within the present policy. However, rest assured that Aurrea Signature will help guide you to the appropriate person as part of such process.

Your complaint must be made in writing, and the word “Complaint” must be written at the top of your letter; you may also use the downloadable form, the link to which is found at the bottom of this document.

Provide your contact information, and describe the reason for your complaint, the steps you have taken and the response received.

Explain your arguments and the solution you are seeking.

Receipt of Formal Complaint

On receipt of a formal complaint from a client, the file is handed to the Complaints Officer:

  1. An acknowledgement of receipt will be sent to the client within five (5) days of receiving the written complaint.
  2. The response to the complaint will include:
    a) The outcome of the impartial review of your complaint.
    b) The procedure to follow to request that your file be transferred to the regulatory authorities.

Complaint Review

The Complaints Officer will ensure that the Company’s decision and the reasons for the decision are communicated to you in writing.

If an offer is made to you, the offer must be set out clearly in the letter, along with the time period to accept or reject the offer. Should you fail to respond to the offer in writing within the stipulated time frame, you will be deemed to have rejected the offer. 

Complaint Transfer

If you are still dissatisfied with the process or the answer, once all steps have been taken, you may seek recourse from the following external organizations that offer consumer assistance:

  • In Quebec, the Autorité des marchés financiers (AMF) oversees the regulatory framework for insurance companies. You can request that your file be transferred to the AMF within one year of receiving a definite response. The AMF may be reached at 1-877-525-0337 (toll free) or online at the AMF website. 
  • Elsewhere in Canada, contact the OmbudService for Life & Health Insurance (OLHI), toll-free at 1-888-295-8112 or online at www.olhi.ca. The OLHI may forward your request to a provincial or territorial regulatory body if your complaint does not fall within its mandate.

This client may exercise this right only after the period to receive a final answer has expired.

Registry Creation and Maintenance

A complaints registry has been created for the purposes of applying the Policy. The Complaints Officer records and updates the information regarding complaints that meet the definition of that word.

Report to the Autorité

Every six months, the Complaints Officer sends reports to the regulatory authorities and the Financial Services Commission of Ontario (FSCO) on the complaints received during the period in question.

This Policy was updated in July 2017.

Download the form