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The Coronavirus Pandemic – Guidance on Respecting Your Professional Obligations

Publication date: May 5, 2020

Since working from home is standard practice now that limiting the spread of coronavirus (COVID-19) among the Quebec population is a priority and since your professional activities may have slowed down, here are a few tips to help you meet your ethical obligations in the coming weeks.

Your professional obligations apply at all times:

1. Be transparent with your clients about your availability during this period. This means that, even if usual service standards and call return times cannot be met, client expectations must be managed. A reasonable period of time, given the circumstances, within which they can expect to have their calls returned must be indicated.

2. If your activities have slowed down, prioritize your activities according to their level of importance. We suggest four activities that are considered essential. These priorities are given for information purposes only. It is up to you to discuss this with your employer:

a) Damage insurance agent or broker: 

  • Provide customer service.
  • Process policy renewals and new contracts.
  • Inform claimants of coverage in effect. 
  • Report claims to the insurer.

b) Claims adjuster:

  • Provide customer service.
  • Settle urgent cases.
  • Inform claimants of emergency and preservation measures to be taken.
  • Ensure claimants are compensated.

3. Confidentiality and privacy:

Confidentiality and privacy protection obligations remain in effect, even when a representative is called upon to work in unusual circumstances. 

For example, if you are asked to work from home, phone conversations and client files must continue to be protected. You must take all necessary steps to ensure the protection and confidentiality of the personal information in your possession at all times, regardless of its location and storage medium.

For example:

  • Avoid leaving your files with personal information in public view or in view of the residents of your home. Store them in closed and locked filing cabinets.
  • Use appropriate technological tools: confidential passwords, data encryption systems, firewalls, etc.
  • Place the office fax machine in a place where faxes will be safe from prying eyes. Ensure that only those authorized to view personal information have access to that information.
Finally, you must ensure the confidentiality of information provided to you verbally. For example, your home workstation should not be located in an open area where your confidential business phone conversations could be overheard. For more information, read our Procedure for the protection of personal information
 
If you have any questions related to your professional practice, feel free to email us at info@chad.qc.ca or call us at 514-842-2591, Ext. 609. 
 

REMINDER FROM THE AUTORITÉ DES MARCHÉS FINANCIERS ABOUT THE BUSINESS CONTINUITY PLAN 

Last Friday, the Autorité des marchés financiers reiterated that financial services firms, independent companies and independent representatives need to ensure the continuity of their activities, particularly with respect to the availability of services to consumers. Consult the March 13 Info-Conformité newsletter. 

THE CHAD CONTINUES ITS ACTIVITIES 

The ChAD has implemented the measures recommended by the Quebec government for businesses to participate in the collective efforts necessary to limit the spread of the coronavirus (COVID-19) among the Quebec population. All ChAD employees are therefore required to work from home. For the time being, these measures do not affect its services or operations. However, some activities may be slowed or postponed. Learn more.