Complaint examination and dispute resolution policy

Our procedure is quite simple

Complaint examinations and dispute resolutions are carried out in a series of easy well-defined steps set forth under this policy.

Step one

If you have any concern regarding a product or service, you must first notify the person with whom you ordinarily do business with regard to the product or service, or with a representative in our Customer Service Department.

Step two

Following the first step, if you are dissatisfied with the answer you received, you may request that your issue be transferred to a higher echelon, for instance a supervisor, manager, controller, etc.

Step three

In most cases, requests or disputes are quickly settled through the first and second steps.

If this is not the case, you may file a formal complaints. It must be files in writing and addressed to the Designated person in charge of complaint examinations and dispute resolutions at AGA.

In your request, you must state the grounds for your complaint and as many details as possible, as well as the corrective measures you are seeking. You must also attach any and all documentation in support of your request.

Your written complaint and documentation must be sent to:

Designated person in charge of complaint examinations and dispute resolutions
AGA Benefit Solutions
3500 de Maisonneuve Blvd W., suite 2200
Westmount QC H3Z 3C1

For more information on our complaint examination and dispute resolution policy or on other possible recourse,

download our Complaint examination leaflet.