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Frequently asked questions - Complaint examination

Most frequently asked questions

+1. What is a complaint?
+2. How do I obtain a user code and password for accessing the CRS?
+3. What do I do if my account for accessing the CRS has been deactivated?
+4. Must I report through the CRS that I haven't received any complaints?
+5. On what dates must I transmit a declaration using the CRS?

 

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+6. Can the AMF impose administrative penalties on my firm if it fails to declare complaints through the CRS?
+7. How do I know if CRS has registered my declaration?
+8. Will the AMF send me a reminder to declare my complaints using the CRS at the appropriate time?
+9. Am I concerned by the guidance intended for independent representatives and firms with only one representative?
+10. Must I transmit my complaint declarations through CRS if I am a member of the Investment Industry Regulatory Organization of Canada (IIROC)?

 

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Other questions

+11. Why must I declare consumer complaints to the AMF?
+12. Why was the CRS implemented?
+13. What will the data collected through CRS be used for?
+14. Will the data collected through CRS be made public?
+15. Who, within a firm, is charged with gathering and declaring the data through CRS?

 

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+17. How do I go about changing through CRS a person assigned to entering complaint data?
+18. Can I request that more than one firm be linked to the same user account in CRS?
+19. Must I wait for complaints to be resolved before declaring them through CRS?
+20. When a complaint made by a consumer does not fit any of the categories set out in CRS, how should I go about declaring it?

 

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+21. How must I declare repeated complaints through CRS?
+22. Must I declare through CRS only complaints that have not been resolved under the complaint examination process and have been referred to the firm's Ombudsman?
+23. If a consumer sidesteps the normal complaint examination process by referring his complaint directly to a higher level, such as the CEO or the President, whereas the complaint could have been resolved at the operational level, must I declare this complaint through CRS?
+24. Because of the size and nature of some organizations, complainants typically bring their complaints directly to the individuals responsible for overseeing the company's entire operations. Since they are also responsible for examining complaints within the firm, how must I apply the definition of the complaint?
+25. How do I apply the definition of a complaint in the case of claims adjustments?

 

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+26. With regard to the damage insurance sector, must I declare third-party complaints through CRS?
+28. Must I declare through CRS legal proceedings initiated by a complainant if the complaint has already been closed and declared through CRS?
+29. Why would regulatory authorities, such as the AMF and the FSCO, need to gather information regarding proceedings?
+30. Where a consumer does not file a complaint, but rather initiates legal proceedings against my firm, must I treat the legal action like a complaint?
+31. What must I indicate in CRS as the result of the complaint in a situation where I advise the consumer of his right to contract or refer the complaint to an independent third party such as the General Insurance OmbudService (GIO), the Canadian Life and Health Insurance OmbudService (CLHIO) or the AMF?

 

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