Complaint Examination and Dispute Resolution Policy
1. Purpose of the Policy
This policy is intended to provide free, fair and clear treatment of your complaint regarding a product or service offered by TSW Services Management Inc. (“TSW”). If you reside in Québec, you can also file your complaint directly with the Autorité des marchés financiers ( AMF ).
2. Who is the person in charge of your complaint?
- For TSW in Quebec: Daniel Binette
- For TSW in other provinces and territories: Mohanjit (Monica) Rakhra
3. What is a complaint?
A complaint is any dissatisfaction or complaint you may express about a product or service offered by TSW and for which you expect an answer or solution.
CAUTION: Some requests are not considered a complaint, for example:
- A request for information;
- A request to access or correct your personal information;
- A claim for compensation or insurance claim;
- A comment without a request for correction.
4. What do you need to provide to us to deal with your complaint?
To help us deal with your complaint quickly and efficiently, we recommend that you:
Resolve the problem at the source
Before filing a formal complaint, try to resolve the situation directly with the representative who served you (your broker, advisor, etc.). If you are not satisfied, ask to speak to a manager or supervisor. This often allows for faster and simpler resolution.
Gather important facts
To facilitate treatment, have all relevant information on hand, including:
- The exact nature of your dispute or dissatisfaction;
- Your policy or case numbers, if any
- Documents or evidence that support your complaint;
- Important dates (meetings, calls, exchanges);
- The names of the employees or representatives you have contacted.
A detailed description of your complaint
When writing to us, please include:
- The industry or department involved (e.g. insurance, claims, construction site insurance, benefits, etc.);
- The name of the person who processed your file (if known);
- A clear and precise description of the problem experienced;
- What steps you have already taken to resolve this issue;
- Specific dates and times of exchanges or incidents;
- The outcome or settlement you wish to achieve;
- Any relevant attached documents (emails, contracts, photos, etc.).
5. How to file your complaint?
To file a complaint, you can:
- Fill out our online form,
- Write a letter detailing the nature of your complaint,
- Contact your insurance council (for Québec, the AMF)
Contact information for submitting a complaint by mail
| Quebec | Canada, except Quebec |
|
TSW Management Services Inc. Attn: Daniel Binette 2540 Daniel-Johnson Blvd, Suite 505 Laval, Quebec H7T 2S3 |
TSW Management Services Inc. Attn: Mohanjit (Monica) Rakhra 1177 West Hastings Street, Suite 200 Vancouver, British Columbia V6E 2k3 |
6. How will you be informed that your complaint has been received?
Within 10 calendar days of receiving your complaint, TSW will send you a written acknowledgment of receipt including:
- The date of receipt;
- The case number;
- The name and contact details of the person in charge of your complaint;
- estimated analysis time (maximum 60 calendar days);
- a link to the complaint handling policy;
- your rights, including the right to have your file examined by your insurance council (for Québec, the AMF).
7. How long will it take to process your complaint?
TSW will analyze your complaint promptly and impartially, usually within 60 calendar days. In exceptional circumstances, this period may be extended up to 90 days with prior notification.
8. What will you receive once your complaint has been analyzed?
You will receive a written response containing:
- a summary of your complaint;
- the conclusions of the analysis;
- TSW’s decision with explanations;
- any proposed solution or settlement, with time to accept or refuse;
- a reminder that the decision is final;
- the contact information of the person responsible for your file;
- your rights, including the right to have your file examined by your insurance council (for Québec, the AMF).
9. What do you need to know about the settlement offer? (if applicable)
How long do I have to respond to the settlement offer?
You have 15 calendar days to accept or decline the offer that TSW presents to you, except in case of emergency or special circumstances justifying a different period of time.
What happens if I accept the offer?
If you accept the offer, TSW must implement the agreed measures within 30 calendar days, unless another time limit has been agreed with you and is in your interests.
10. What are your remedies if you are dissatisfied with the final decision?
You can request that your file be transferred to your insurance council (for Québec, the AMF) or another competent body (GIO or OLHI). All documents related to your complaint will be forwarded.
11. When does TSW use a simplified process?
If your complaint is clear, well documented, and the resolution can be found quickly (for example, in less than 20 calendar days), then TSW can apply simplified processing to expedite resolution. this streamlined process allows the complaint to be handled directly by customer service or a dedicated team, without going through all the formal and cumbersome steps of the standard procedure.
Why a simplified process?
- To provide a faster response to simple complaints,
- Avoid unnecessary delays,
- Reduce the administrative burden.
What this means to you:
- You always have access to fair and equitable treatment,
- If the complaint is more complex, it will be handled via the standard procedure (with acknowledgment, full analysis, etc.).
12. What happens if new facts arise after the final answer?
If new facts arise after the final response, TSW will reassess the situation until the matter is fully resolved.