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Processing of Complaints

The role of the Syndic’s Office is to receive and investigate complaints in order to determine whether the acts carri​ed out by ChAD members in the course of exercising their professional duties are in compliance with their code of ethics as well as with the Act respecting the distribution of financial products and services and its regulations. Please note that under the Act, “representative” designates agents, brokers and claims adjusters.

Here is an overview of how complaints are processed at the Syndic’s Office.

Complaint
Anyone who is concerned about the behaviour or the quality of services of a representative may file a complaint
Pre-Investigation
The Syndic’s Office conducts certain preliminary verifications
Ethics Investigation
If necessary, the Syndic endeavours to obtain a more in-depth version of the facts
Formal complaint
This is the beginning of the disciplinary process
Hearing
The Discipline Committee is the disciplinary tribunal for damage insurance professionals
Sanctions
The Committee renders a reasoned decision on the matter
Appeal
The Syndic or the professional himself may appeal the Discipline Committee’s decisions

The Complaint

The Syndic’s role focuses on maintaining professional discipline; it thus aligns with the ChAD’s mission to protect the public. One of the responsibilities of the Syndic’s Office is to examine complaints or accusations of wrongdoing made against ChAD members. It receives such information from the Autorité des marchés financiers or directly, via a form filled out on the ChAD’s website. It should be noted that the Syndic is also authorized to act on his own initiative and make inquiries regarding a member if he believes this member has committed an offense. 
 
In all cases, the professional is notified in writing or by phone as soon as either a complaint is received or the Syndic has himself decided to open an investigation regarding him.
 

The following organizations or individuals may file a complaint with the Syndic’s Office: consumers, the Autorité des marches financiers, the industry, the Syndic or any other person.

The Pre-Investigation 

First, an investigator from the Syndic’s Office conducts certain preliminary verifications. The investigator contacts the professional by phone to take down his side of the story. He then contacts the complainant, and other parties, if necessary, to hear their version of the facts. He may also request certain documents. His role is to compile all the information that he believes is relevant and sheds light on the situation. 
 
Please note that as a certified representative, it is your obligation to cooperate and to respond without delay to requests for information from the Syndic’s Office, as stipulated in your sector’s code of ethics.1
 
Once the verifications have been completed, the investigator presents his observations to the Syndic and makes recommendations on how to proceed with the complaint. .

The Syndic’s Decision 

Upon completion of the pre-investigation, the Syndic may decide to close the file, recommend an administrative measure or conduct an ethics investigation. At this point, he may also decide to file a formal complaint before the Discipline Committee. He may thus decide to:
 
  • Close the file: The Syndic concludes that the professional has not committed any legal, regulatory or ethical offense and ends the investigation process. 
  • Close with administrative measures: When the file reveals shortcomings (though not offenses) in the quality of the professional services provided, the Syndic sends the professional a warning or a formal notice. This preventive approach helps to correct shortcomings by reminding representatives of their ethical obligations. 
  • Ethics investigation: If necessary, the Syndic endeavours to obtain a more in-depth version of the facts by reconstructing the events based on the versions and documents of the various interested parties (representative, complainant, current or past insurer, bank, creditor, etc.). Currently, an in-depth investigation takes on average three months. 
  • Formal complaint before the Discipline Committee: When the Syndic has reason to believe that one or several offenses have been committed, he assumes responsibility for filing a formal complaint before the Discipline Committee. The Committee then rules on whether or not the professional is guilty of the alleged offenses and decides on sanctions to discourage repeat offenses.  

The Disciplinary Process  

The Formal Complaint

When the Syndic believes he holds conclusive proof that an offense has been committed, he goes to the secretary of the Discipline Committee to file a formal complaint against the professional. The complaint is made up of charges, in other words, the offenses the professional is alleged to have committed, and the provisions of the Code of Ethics that he is alleged to have breached. This is the beginning of the disciplinary process and the point at which the professional may choose to seek legal representation.  

Serving the Complaint

The secretary has a bailiff serve the complaint to the professional. Under the Act, this must take place at work. The complaint includes:
 
  • A written appearance: Within 10 days of service, the professional must return the written appearance with a guilty or not guilty plea. 
  • A notice regarding disclosure of evidence: The documents and other items the Syndic puts in evidence are available for consultation. To view them, the professional must contact the lawyer whose name appears on the notice. 

These documents are sent by courier so that the parties may review them prior to the case management conference.

The Case Management Conference  

The secretary of the Discipline Committee notifies the respondent by telephone or by e-mail that a conference call will take place to set the date of the hearing. A few weeks before the scheduled hearing, the professional receives—either from the bailiff or by e-mail—a notice of hearing reminding him of the date.

Summoning of Witnesses 

At least two weeks before the hearing, the respondent sends the secretary of the Discipline Committee the list of the witnesses he intends to have testify so that they may be summoned to appear before the Committee.  

 

Hearings Before the Discipline Committee

Unless the respondent pleads guilty to the charges, the Syndic must prove the allegations against him. To do so, the Syndic may submit documents as evidence or call witnesses to testify; the professional may cross-examine them. Next, it is the professional’s turn to present his defense and call witnesses to testify. The hearing ends with arguments, where each party makes its case. Once the evidence has been heard, the Committee retires to deliberate; this may take several weeks. 
 
The Discipline Committee then rules on whether the professional is guilty or not of each of the charges. This ruling must be made in writing and served by a bailiff. 
 
If the professional’s guilt has been recognized and established, the Discipline Committee will hold a second hearing to decide upon the appropriate sanctions. At this hearing, the Syndic will make his recommendations regarding sanctions; the professional may also present his own arguments in this regard. 
 
The Discipline Committee may deliberate for several weeks before deciding upon the sanction(s). The decision must be made in writing and is also served by a bailiff. 

Sanctions

After deliberation, the Discipline Committee renders its decision as to the professional’s guilt or innocence. If he is found guilty, the Committee hears the parties’ pleadings with respect to sanctions and renders a reasoned decision on the matter.

Possible sanctions are as follows: 

  • Reprimand. 
  • Fines (between $2,000 and $50,000 for each offence). 
  • Temporary striking off the roll, (may last either weeks, months or years). 
  • Permanent striking off the roll. 
  • Obligation to remit to any person entitled to it a sum of money the professional is or should be holding for him 
  • Recommendation that the Board of Directors of the Chamber oblige the representative to successfully complete a professional development course.

Appeal

In accordance with certain legal criteria, the Syndic or the professional himself may appeal the Discipline Committee’s decisions. The right to appeal must be exercised within 30 days of the decision before the Court of Québec.

 

1. Sections 54 and 55 du Code of ethics of claims adjusters; sections 34 and 34.1 of the Code of ethics of damage insurance representatives.

 

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