Complaint Process
You have a complaint?
How to file a complaint
To file a complaint, please send an email to satisfaction@gosselinassurances.ca or call at 1 866 961-3553 ext. 224.
Complaint Handling Policy
Dispute and Complaint Handling Policy [summary]
Purpose of the Policy
The purpose of this policy for handling disputes and complaints is to establish a free, simple and fair procedure for handling them.
Its purpose is to identify the person responsible for processing, to govern the receipt and processing of complaints, and, where applicable, the transmission of the file to the Autorité des marchés financiers, hereinafter referred to as the "Autorité".
Responsible person
The responsible person for the application of this policy at Gosselin Insurance Brokers is Catherine Jonker, who acts as Director of Personal Insurance and is responsible for handling complaints for the organization.
Her duties under the policy include :
- To send an acknowledgement to the complainant within 10 business days of receiving a complaint;
- Conducting the analysis of disputes and complaints within a reasonable period of time (note that the person in charge may delegate this task while ensuring its supervision);
- To rule on the conclusion of the analysis and to inform the complainant;
- To transmit the file to the Authority, upon request of the complainant;
- To declare the complaints twice a year to the Authority, through the system provided for this purpose.
Reception of the complaint
A consumer or client of Gosselin Insurance Brokers Inc. who wishes to file a complaint may do so, verbally or in writing, by contacting the person responsible:
- By mail: Gosselin Courtiers d'assurances, 2121 Ridge Road, Huntingdon, QC J0S 1H0
- By phone: 450 264-3553 ext. 224
- By email: satisfaction@gosselinassurances.ca
- To the attention of Catherine Jonker
Processing a complaint
For the purposes of this policy, a complaint is an expression, verbal or written, of at least one of the following elements, which remains after having been considered and processed at the operational level competent to make a decision.
It must contain one of the following:
- The identification of a potential or actual harm that a consumer has suffered or may suffer and the details of the alleged facts, dates and other information necessary to make an analysis of the case.
- A reproach against the firm, a representative (e.g. broker) or an employee.
- A request for corrective action.
Upon receipt of a complaint, the person in charge of Gosselin Insurance Brokers Inc. will send an acknowledgement of receipt to the complainant within 10 working days of receiving the complaint. An impartial analysis will be conducted within a reasonable period of time, which should not exceed 90 business days, following receipt of the complaint and the elements necessary for its analysis.
In the case of an incomplete complaint, a notice with a request for additional information will be sent to the complainant. The complainant must provide the necessary information before the analysis of the file can resume or continue.
The processing of the complaint must be done in an impartial manner and within a reasonable period of time, which should not exceed 90 days from the receipt of the complaint. This time frame should be respected regardless of the different levels of processing involved.
Referral to the authority
In the event that the complainant is not satisfied with the outcome of the processing of his or her complaint or with the processing itself, he or she may ask the person in charge to transfer his or her complaint file to the Authority.
The file transferred to the Authority will consist of all the documents relating to the complaint.
The transfer must be made to the Authority within 30 days of the complainant's request.
Effective date of policy: August 18, 2021
[summary] The complete version of the policy will be provided to the enforcement officer upon request.
