ASASSUR Complaints Handling and Resolution Policy

Policy Objective

The objective of this policy is to establish a transparent, fair, and free procedure for handling complaints received, in compliance with the requirements of the Autorité des marchés financiers (AMF). This policy defines our approach to analyzing, resolving complaints, and meeting regulatory obligations.

Complaints Handling Officer

Mr. Yu Huang, President, is the person responsible for handling complaints and implementing this policy within ASASSUR (“we”, “our”, “us”, hereafter “ASASSUR”). Mr. Huang is also designated as the liaison with the AMF.

The complaints handling officer has the following responsibilities:

• Acknowledge receipt of the complaint within a reasonable timeframe (maximum of 10 business days);
• Ensure the complaint is analyzed and addressed within the prescribed timelines;
• Forward the complaint file to the AMF upon the complainant’s request;
• Provide periodic reports to the AMF with a list of complaints (if applicable).

Definition of a Complaint

A complaint is defined as dissatisfaction expressed by a client involving:

• A grievance against ASASSUR or one of its representatives;
• The identification of a real or potential harm suffered or to be suffered by the complainant;
• A request for corrective action or compensation.

Dissatisfaction or Concerns

If a client encounters a problem or has a question, an informal attempt to obtain a solution or information is not considered a formal complaint. However, such follow-up is encouraged and should be conducted as part of our regular customer service procedures.

Step 1: Informal Resolution Attempt

The client is first encouraged to contact their representative or the customer service department to try to resolve the issue informally. This can be done by phone at 514-748-7165 ext. 101 or by email at info@asassur.com.

Step 2: Submit the Complaint to the Complaints Officer

If the client is still dissatisfied with the solution proposed in the previous step, they may submit an official complaint, either by phone, email, or in writing, to the complaints handling officer:

ASASSUR
3055 Saint-Martin O, Suite 500
Laval (Québec) H7T 0J3
Tel: 514-748-7165 Ext#101
Fax: 514-221-4698
Email: info@asassur.com

The complaints handling officer must acknowledge receipt of the complaint within a maximum of 10 business days.

Step 3: Analyze and Process the Complaint

ASASSUR must analyze and address the complaint within a reasonable period (maximum of 30 business days from the receipt of all necessary information). If this timeframe cannot be met, a written notice will be sent to the complainant explaining the delay and providing a new estimated timeframe.

The response to the complaint must be provided in writing, including a clear and reasoned explanation of the decision made.

Step 4: Response and Resolution

After reviewing the complaint, ASASSUR will send the complainant a formal written and justified response, which must include:

• The conclusion of the analysis;
• Any actions taken, if applicable;
• If the complaint is found to be valid, the corrective measures taken or proposed.

The processing time for the complaint is a maximum of 30 days from the receipt of all necessary elements for a complete analysis of the complaint.

Transmitting the Complaint File to the Autorité des marchés financiers (AMF)

If the complainant is not satisfied with the response received or the handling of their complaint, they may request that their file be transferred to the AMF for further evaluation. This transfer must be done upon the complainant’s request, and the complete file must be included (including all relevant documents).

The complainant must be informed of this possibility throughout the process.

Complaint File and Follow-up

A separate file is created for each complaint, which includes:

• The initial complaint;
• All documents and correspondence related to the complaint;
• A follow-up on actions taken;
• The final, reasoned response sent to the complainant.

This file must be kept secure and confidential, in compliance with applicable regulations.

Complaint Reporting to the AMF

In compliance with AMF requirements, ASASSUR submits a semi-annual report that outlines the number and nature of the complaints received (if applicable). This report must be securely submitted to the AMF, such as through a secure link or via the official AMF online platform.

Effective Date

This policy is effective as of November 15, 2024.

Important Notes for AMF Compliance:

• Complaint Acknowledgment Timeline: The AMF requires that acknowledgment of receipt be sent within 10 business days.
• Complaint Resolution Timeline: The AMF provides a maximum 30-day period to respond to complaints, unless a delay is justified.
• Transparency: Clear follow-up and regular reports must be provided to the AMF, including semi-annual reports.
• Complete File: Each complaint file must be kept complete, and the information must be readily accessible to the AMF if requested.