Complaint handling and dispute resolution policy

Purpose of the policy

The policy is intended to provide a fair and free process to receive, review and address complaints, create a complaint file, provide a reasoned response and, when required, allow the file to be transferred to the Autorité des marchés financiers.

What is a complaint?

A complaint may include a grievance concerning a representative, identification of actual or potential harm and a request for corrective action. An informal request to resolve an ordinary service issue is not necessarily a formal complaint.

How to submit a complaint

A formal complaint must be submitted in writing to the Compliance Department of Groupe Financier Invico inc.

Timing and handling

Under Invico’s published policy, written complaints are acknowledged within five business days. The review and final response are then completed within the timeframe set out in the applicable policy.

Transfer to the Autorité des marchés financiers

If you are dissatisfied with the outcome or the handling process, you may request, when the applicable conditions are met, that your file be transferred to the Autorité des marchés financiers. The Autorité may offer mediation when it considers it appropriate and the parties consent.

Savings and investment — MICA Capital inc.

Depending on the service and the representative’s registrations, certain savings and investment activities may be carried out through MICA Capital inc., a mutual fund and exempt market dealer. If your complaint specifically concerns an activity or product distributed through MICA Capital inc., MICA’s applicable complaint process may govern.