The Complaint Report (Complaint Declaration)The Complaint Report (Complaint Declaration)

Twice a year, the person in charge must use the computerized Complaint Reporting System (CRS) to file a report with the Autorité des marchés financiers (the Authority) detailing the number and type of complaints received. This person must do so regardless of whether any complaints were received.

Here are the answers to frequently asked questions regarding the annual complaint report sent to the Authority.​

What is a complaint?

  • A reproach against the company.
  • The reporting of real or potential harm that a client has sustained or may sustain.
  • A request for remedial action.​

What kind of complaints must be reported? 

  • Complaints must be made by persons having an interest in a product or service distributed by the firm.
  • If the client remains dissatisfied after the complaint has been examined by a qualified person within your company, this complaint must be declared in the complaint report.​

​​​What if no complaints have been received? 

  • ​Transmit a declaration indicating that you have not received any complaints by answering “No” to the question “Complaints to declare?”​

When must the report be sent?
​​The reporting periods are as follows:

  • ​No later than July 30, for data collected between January 1 and June 30.
  • No later than January 30, for data collected between July 1 and December 31.​

What about independent representatives and firms with only one representative?

​​The Authority issued guidance on May 25, 2007 for independent representatives and firms with only one representative. This guidance states that the Authority no longer requires independent representatives and firms with only one representative who are governed by An Act respecting the distribution of financial products and services to file a report if they have not received any complaints. However, upon receipt of a complaint, they will still be required to report the complaint according to established procedures.

​​For any questions pertaining to the Complaint Reporting System (CRS), please read the Authority’s “Frequently asked questions.”

2/21/2017 8:13:43 PM