Effective Date: July 21, 2023

At Multilogements.ca, the quality of the services we offer is very important to us. This complaint handling policy outlines how we resolve complaint cases fairly.

What is a complaint?

According to the «Autorité des marchés financiers (AMF), a complaint represents the expression of one of the following three elements, which persists after being considered and handled by the competent operational level to make a decision:

• criticism towards the company;
• reporting potential or actual harm that a consumer has suffered or could suffer;
• request for corrective action.

An initial expression of dissatisfaction from a client, whether written or not, does not constitute a complaint if this dissatisfaction is resolved in the normal course of business. However, as a guideline, if the client remains dissatisfied and their dissatisfaction needs to be addressed by the person responsible for handling complaints, it then becomes a complaint.

Complaint Handling Process

• Opening of the case;
• Establish the reason for the complaint;
• Review the document and arguments from the complaint;
• Evaluate the case by reviewing the aspect in dispute;
• Verify to ensure the complaint is eligible following the case analysis;
• If Multilogements.ca realizes an error has been made, take steps to correct the situation;
• Contact the complainant either by email or by phone to discuss the dispute at stake;
• Explore the possibility of reviewing the entire situation, discussions, agreements, and steps taken with the complainant;
• If the error comes from Multilogements.ca, notify the client in writing of the steps we will take to correct the situation;
• If the complainant is acting in good faith and a review of the case is possible, the case will be handled properly, and the situation will be resolved, with any costs incurred borne by Multilogements.ca;
• Once the case is resolved, send a written response to the complainant regarding the final resolution;
• If, after numerous discussions, the person responsible cannot reach a resolution and the complainant is not satisfied with the final position on the handling of their complaint, at their request, Multilogements.ca must forward to the AMF a copy containing all the relevant information related to the complaint. This transmission must be done within a reasonable time, which should not exceed 30 days. Subsequently, the AMF cannot disclose a complaint file without the authorization of the company that submitted it;
• Notify the company’s liability insurer of the lodged complaint and provide all information about the actions taken;
• The AMF reviews the submitted cases and can act as a conciliator or mediator free of charge within 60 days after the date of the first conciliation and/or mediation session unless the parties consent to a longer period;
• The AMF’s Complaints and Compensation Department will decide if there has been a breach of the obligations by the broker involved in the complaint. In such cases, a designated lawyer will contact the broker;
• If the complaint is not upheld by the AMF, the case will be closed, and the AMF will be obliged to send the decision letter to Multilogements.ca and its cabinet director, who will provide a copy to its liability insurer to close the case.

To File a Complaint

To file a complaint, please click on the “Email” tab, which will be automatically sent to denis@multilogements.ca. Please provide the detailed situation in writing, addressed to the person responsible for handling complaints – Denis Gagné Nadeau. Multilogements.ca will contact you within 10 days of receiving your complaint.