Notice relating to the redesigned complaint reporting process

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Notice relating to the redesigned complaint reporting process The Autorité des marchés financiers (AMF) is rolling out a new process and tool for entering and reporting complaints received by financial sector participants.

• The Complaint Reporting System is replaced by the Complaint Report tool, available via
  AMF E-Services effective November 7, 2022.
• All entities subject to the consumer complaint reporting obligation will be required to
  submit a complaint report to the AMF once a year only.
  Reporting tool – Complaint Report
  The Complaint Report is accessed via AMF E-Services. Complaints made by consumers during a reporting period are entered and reported to the AMF using this tool. The Complaint Report is designed so that the entities concerned can easily and securely report their complaints in confidence to the AMF. Reporting frequency Pursuant to the decision published in section 3.8 of this Bulletin, the AMF is reducing the reporting frequency from a semi-annual to an annual basis. Entities subject to the reporting obligation must submit a complaint report covering the period from January 1 to December 31 of the previous year no later than May 1 of each year. Exceptionally, complaint reports due on or before May 1, 2023 need only cover the period from July 1 to December 31, 2022, except in the case of insurers that are required by members of the Canadian Council of Insurance Regulators (“CCIR”) to file an Annual Statement on Market Conduct. Entities that fail to submit their complaint reports by the date set by the AMF may be liable to measures, including administrative penalties, if applicable. It is therefore important that all the entities concerned complete and submit their complaint reports in accordance with the procedure and time periods prescribed by the AMF. Impact on the Annual Statement of Market Conduct for insurers Prior to the changes announced in this notice, all insurers carrying on insurance activities in Canada were required to submit their complaint reports via their Annual Statement on Market Conduct. Insurers must now submit their complaint reports through the Complaint Report tool available via AMF E-Services. The submission date (May 1 of each year) and the period covered by the complaint report (January 1 to December 31 of the previous year) remain the same. Unless otherwise indicated, the procedure for submitting the Annual Statement of Market Conduct is otherwise the same. Independent representatives and firms acting through a single representative Independent representatives and firms that, at any time during a reporting period, acted solely through one representative must submit a complaint report only in the following situations:
• They received one or more complaints during a reporting period
• Previously reported complaints were not resolved during the previous reporting period

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The AMF will presume that the independent representatives and firms referred to in the preceding paragraph do not have any complaints to report if they do not file a complaint report. Investment dealers For Investment dealers who are currently members of the Investment Industry Regulatory Organization of Canada (IIROC) or will be members, as of January 1, 2023, of the New Self￾Regulatory Organization of Canada, the complaint reports to be filed with the AMF will be those completed through ComSet, which will be forwarded electronically to the AMF. This notice replaces the following notices and guidance:

• Collecte des données de plaintes : C’est un départ! (July 15, 2005)
• Avis relatif aux pénalités administratives imposées en cas de défaut de déclarer les
  plaintes (March 28, 2008)
• Guidance intended for independent representatives and firms with only one
  representative – all sectors (May 25, 2007)
  Additional information
  Additional information can be obtained from:
  Me Caroline Néron
  Director, Complaints and Compensation
  Autorité des marchés financiers
  Telephone: 418-525-0337, ext. 4131
  Toll-free: 1-877-525-0337
  Caroline.Neron@lautorite.qc.ca
  November 3, 2022