What is a complaint?
A complaint expresses a client’s reproach or dissatisfaction in respect of the services or products we offer and the client’s expectation that we take action to address the complaint (e.g., when they expect compensation or an apology from us or ask us to take steps to address or put a stop to the situation giving rise to the complaint).
Certain communications are not considered complaints
The following are not complaints:
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A request for information or materials in respect of an offered product or service
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A claim for an indemnity or an insurance claim
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A request for correction of a clerical error or mistake in calculation, such as an error in transcribing information or mistake in calculating an amount owed
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A request for access or amendment of personal information
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Comments or feedback about our firm
Our Procedure Is Quite Simple
Complaint examinations and dispute resolutions are carried out in a series of easy well-defined steps set forth below and detailed under our policy.
At any time, if you prefer to file a formal complaint immediately, you may decide to do so using the complaint form available on this page.
Step 1
If you have any concern regarding a product or service, you must first notify your contact person or a representative in our Customer Service Department.
Step 2
Following the first step, if you request requires further review or if your dissatisfaction persists, your case will be automatically reviewed by a supervisor or manager to ensure that your situation is analyzed thoroughly and impartially.
Step 3
In most cases, requests or disputes are resolved during the first steps. If your dissatisfaction persists or if you wish to file a formal complaint, you may complete the online form provided below.
In your complaint, please explain the reasons for your dissatisfaction, specifying your concern regarding AGA, any actual or potential harm, and the corrective action you are requesting. You may also attach any relevant documentation to support your request.
If your complaint is made verbally, we will also offer to record it in writing on your behalf, if you wish, in accordance with AMF requirements.
When AGA determines that a situation meets the criteria of a complaint under the regulation, it is treated as a formal complaint, and it is entered in the designated complaints register, and the person responsible for complaint handling ensures follow-up, complete documentation, and provides a written response.
AGA Complaint Form
Complaints can also be made via phone, e-mail or regular mail using the contact info available in the detailed policy. Only one channel should be used for the same complaint in order to avoid duplication of complaints and ensure proper handling.
For more information on our complaint examination and dispute resolution policy or on other possible recourse, as well as our detailed contact info, you may download our Complaints and Dispute Handling policy leaflet.
