This policy applies to representatives acting on behalf of Emma Financial Services Inc. Representatives who are self-employed and maintain business relationships with Emma Financial Services Inc. are responsible for managing complaints made against them and must have their own complaint processing policies. Complainants will be redirected to the relevant independent representative when applicable.
The purpose of a complaint processing and dispute resolution policy is to establish a fair and free procedure to handle complaints received from complainants.
It is specifically intended to govern the receipt of complaints, the sending of acknowledgments and notices to the complainant, the creation of a complaint file, the transmission of this file to the Autorité des marchés financiers (hereinafter the “Authority”), and the compilation of complaints for the purpose of preparing and submitting an annual report to the Authority.
Emma has designated a person within the firm responsible for applying this policy and acting as the liaison with the Authority. This person oversees staff training and provides the necessary information to ensure compliance with this policy.
The responsible person is also tasked with:
For the purposes of this policy, a complaint includes at least one of the following:
An informal step taken to resolve a specific problem is not considered a complaint if it is handled as part of the subject’s normal activities and without a formal complaint from the consumer.
A consumer wishing to make a complaint must do so in writing to the following address:
Emma Financial Services Inc.
Complaint processing Officer
7900 Pierre-Bertrand Blvd, Suite 300, Quebec, QC G2J 0C5
438-806-7227
Anyone receiving a complaint must forward it to the responsible officer immediately. The officer will acknowledge receipt within 10 business days and inform the consumer that the file will be reviewed within 90 days.
The acknowledgment will include:
Each complaint must have a distinct file containing:
Upon receiving a complaint, an investigation must be conducted.
Each complaint must be handled fairly and impartially, with an appropriate response based on the situation.
The complaint must be processed within a reasonable time after receiving all necessary information.
The officer must then send the complainant a final written and reasoned response.
If the complainant is not satisfied with the outcome or the process itself, they may request that their file be sent to the Autorité des marchés financiers (AMF). This right can only be exercised after the 90-day response period.
The file must include all relevant documents related to the complaint.
The subject remains responsible for protecting personal information.
A complaints registry must be created for policy application purposes and updated by the complaint processing officer.
All complaints meeting the defined criteria must be registered, including:
The responsible officer submits a report to the Authority detailing the number and nature of complaints received.
For efficiency, complaints are reported once annually between March 1 and May 1, covering complaints received from January 1 to December 31 of the previous year.
We help clients understand and properly formulate their complaints.
Once the complaint process begins, we ensure the client can obtain any information they seek regarding their complaint, including status updates.
If, during analysis, we determine the complaint involves another party, we:
If we identify systemic issues, we take necessary steps to correct the situation for all clients affected.
We record complaints upon receipt in our registry. If a complaint arrives outside business hours, it is logged as soon as possible.
We ensure our leaders are informed about complaints and the follow-up actions taken, and the registry is kept up to date.
Complaints are handled by the designated officer or someone under their supervision.
When complaints are managed by other staff, such as representatives or admin personnel, a simplified process may be used. If this process does not resolve the complaint, the responsible officer takes over to issue a final written response.
Factors influencing assignment include:
We ensure each complaint is processed per policy and with access to necessary information.
Quarterly, we report to leadership on:
This helps identify recurring issues.
We address root causes of complaints, evaluate commonalities, understand client concerns, detect issues, and apply corrective measures.
Any representative or employee receiving a complaint must forward it immediately and cooperate fully, providing necessary information.
A person processing complaints must remain objective and ensure they have the necessary skills. If needed, they should seek assistance and contact the client for clarification or expectations.
We ensure all staff are aware of the policy and their roles.
We develop procedures, train complaint handlers, and designate a qualified officer. We also ensure full cooperation across the team.
DATE
COMPLAINANT’S CONTACT INFORMATION
SUBJECT: (Complaint File Number)
Dear Sir/Madam,
We acknowledge receipt of your complaint received on [DATE]. The review of your complaint has been assigned to our Complaint processing Officer. You may contact [NAME] at the following address and phone number: [CONTACT INFO].
NOTICE
As per our complaint policy, you will receive a final written response to your complaint within [X] days. We may contact you for additional information during this period.
If you are not satisfied with our final decision or the complaint process, you may request that your file be transferred to the Autorité des marchés financiers.
The Authority will analyze your file and may offer dispute resolution services if appropriate.
Please note that transferring your file to the Authority does not stop the legal time limits (prescription) for pursuing civil legal action.
For your reference, a copy of our complaint processing policy is enclosed.
This policy was last updated on May 21, 2025
We make sure complaints are assigned quickly and processed in a timely manner.
A complaint expresses a reproach or dissatisfaction in respect of the services or products we offer and your expectation that we take action to address the complaint.
You can file a complaint with us by whichever means is convenient for you. We can help you file your complaint.
Phone: 438-806-7227
Email: plainte@emma.ca
Address: 7900 Boulevard Pierre-Bertrand, Suite 300, Quebec City, QC G2J 0C5
Our offices are open Monday to Friday from 9:00 AM to 5:00 PM.
Questions? Contact us to learn how we handle complaints.
We send you a written acknowledgment within 10 days of receiving your complaint.
We ensure we fully understand your complaint and your expectations. If needed, we will contact you to request additional information.
We provide you with a final written response within 90 days. In this response, we explain how we analyzed your complaint, what led to our decision, and, when possible, the solution we propose to resolve the issue.
Please contact us if you have any questions or comments about our response.
Take the time to review our response or evaluate the offer we present to resolve your complaint. In the latter case, we will give you time to confirm whether you accept our offer, reject it, or submit a counter-offer. This timeframe should be long enough to allow you to seek advice needed to make an informed decision.
We create a file for every complaint. We retain all information and documents relevant to processing your complaint.
You may contact us to request that your complaint file be reviewed by the Authority at any time if you are dissatisfied with how we handled your complaint or with our response. We are obligated to forward your complaint file to the Authority within 15 days of your request.