The purpose of this complaint examination and dispute resolution policy is to comply with the regulations of the general insurance industry, to meet the public’s expectations in terms of complaint examination and to set up a free and equitable procedure for examining complaints received by TSW Services Management Inc. (hereinafter referred to as “TSW”). It is intended in particular to govern:
Person in charge
The Person in charge of the application of the policy for TSW in Montreal is Daniel Binette. The Person in charge for TSW in Vancouver is Dave Weinberg. The Person in charge for TSW in the Ontario Region is Jack Lee.
The Person in charge shall:
Definition of Complaint
For the purposes of the policy, a complaint exists when the dissatisfaction of a client persists even after the problem has been addressed in the course of normal business and the dissatisfaction is expressed by any one of these three circumstances:
An informal step aimed at correcting a particular problem is not a complaint, insofar as the problem is dealt with as part of TSW’s regular activities and without the consumer having filed a complaint.
To be admissible, a complaint must be made in writing by the complainant.
Receipt of the Complaint
A consumer who wishes to file a complaint shall do so in writing at the following address:
|TSW Montreal||TSW Vancouver|
Attn: Mr. Daniel Binette
1564 Docteur-Penfield Avenue
Montreal, Quebec H3A 1G1
Attn: Mr. Dave Weinberg
1177 West Hastings Street, Suite 200
Vancouver, British Columbia V6E 2K3
Telephone: 604 669-9600
Fax: 604 683-9316
The Person in Charge of the application of the policy shall acknowledge receipt of the complaint within five (5) business days.
The acknowledgement of receipt shall contain at least the following information:
Creation of the Complaint File
A separate file shall be created for each complaint.
The file shall contain the following:
Upon receipt of a complaint, TSW shall conduct an investigation. The complaint shall be examined within a reasonable time period, namely within 30 days following receipt of all the information required for its examination.
After the investigation, the Person in Charge shall send the complainant a final answer in writing, providing the explanation of TSW’s decision.
Transfer of the File to the Appropriate Governing Councils (AMF for Quebec) or the GIO
If the complainant is not satisfied with the result of the examination of his complaint or with the examination itself, he may ask TSW to transfer his file to their provincial insurance governing council (AMF for Quebec) or to the GIO.
The transferred file consists of all documents relating to the complaint.
Compliance with the rules governing the protection of personal information remains the responsibility of TSW.
Creation and Maintenance of a Register
A complaints register shall be established for purposes of the application of the policy. The person in charge shall be responsible for keeping the register up to date.
Any complaint that falls within the definition of this term shall be recorded in the register, in particular:
This policy is effective beginning January 1, 2005.