Complaint Handling and Dispute Resolution

A complaint is the expression of at least one of the following elements, when no solution has been provided in the short term:

• a reproach against us;
• a potential or actual prejudice or damage that you have suffered;
• a request for a corrective measure.

A simple request for information, service, or clarification, as well as a request corrected in the normal course of our activities, is not considered a complaint.

We have designated a person responsible for complaint handling, who ensures compliance with our policy and the fair treatment of your file.

You can file your complaint in writing, in French or English, by one of the following means:

• By email: plaintes@biis.ca
• By mail: 1913 rue Suzanne-Coallier, Montréal, QC, H4M 0A9
• By filling out the complaint form available on the website of the Autorité des marchés financiers (AMF).

Your complaint should specify: the subject of the complaint, the prejudice you believe you have suffered, and the corrective measure you wish for. If you need help formulating your complaint, we will assist you free of charge — please do not hesitate to contact our officer.

1. Acknowledgment of Receipt

   We record your complaint in our complaint register and send you a written acknowledgment of receipt within 10 days of its entry. This acknowledgment includes a link to this summary (or a copy of it).

2. Analysis of the Complaint

   We ensure we fully understand your complaint and expectations. If necessary, we will communicate with you to obtain additional information. For each complaint, we create a complete file.

3. Final Written Response

   We provide you with a final written response within 60 days of receiving your complaint. This response sets out our analysis, the decision made, and, if applicable, the offer we are presenting to you to settle the complaint. In exceptional circumstances (e.g., a complex file requiring additional expertise), this period may be extended by a maximum of 30 days, for a total of 90 days; we will then inform you in writing.

When we are able to offer you a satisfactory solution within 20 days, your complaint may be processed through a simplified process.

If we present you with an offer to settle your complaint, you have a reasonable timeframe to review and respond to it. Our offer can never require you to waive your right to communicate with the AMF, withdraw another complaint, or limit your communications with a regulatory body. When you accept an offer, we will act on it within 30 days, unless another timeframe is agreed upon in your interest.

If you are dissatisfied with the handling of your complaint or the result obtained, you may, at any time, request that your complaint file be examined by the Autorité des marchés financiers (AMF). Upon receipt of your request, we will transfer your file to the AMF within 15 days.

The AMF also offers a voluntary and free mediation service to consumers dissatisfied with the handling of their complaint. Participation in mediation is voluntary and requires the consent of both parties.

Filing and processing a complaint is entirely free of charge.