complaints and disputes
Policy on the Fair Handling of Complaints and Disputes

MICA has adopted a policy on the fair handling of complaints and disputes.

This policy applies to representatives who are affiliated with MICA within the meaning of the regulations.

Therefore, before deciding to contact MICA, a client must first identify which discipline the case falls under.

If the relevant facts relate to the mutual fund or exempt market discipline and concern a representative connected to MICA, the client may forward the complaint to MICA.

If the relevant facts relate to the insurance of persons discipline, before filing a complaint, the client must first verify the registration status of the representative concerned. If the representative is not attached to MICA for this discipline, the complaint must be forwarded directly to the representative concerned or to the firm to which he or she is attached in the insurance of persons discipline. (To find out the registration status of a representative, a check can be made by consulting the website of the Autorité des marchés financiers (AMF).

AMF website

Who is responsible for processing a duly submitted complaint?

MICA's Chief Compliance Officer is responsible for the application of the policy on the handling of complaints and disputes and acts as a respondent before the Autorité des marchés financiers.

What is a complaint or dispute?

For the purposes of this policy, a complaint is the expression of at least one of the following three elements:

1- A reproach against a registered representative;
2- The identification of potential or actual harm that a consumer has suffered or may suffer;
3- A request for corrective action.

A complaint does not include any informal attempt to have a particular problem corrected, as long as the problem is dealt with as part of regular activities and without the consumer having lodged a complaint.

MICA will generally request that a customer's complaint be forwarded to it in writing by mail or e-mail.

How do I submit a complaint?

We encourage clients to put their complaint in writing or by email whenever possible. Customers who have difficulty putting their complaint in writing are asked to inform us so that we can assist them. For reasons of confidentiality, we will only deal with the client concerned or a person expressly authorized in writing by the client to deal with us on their behalf.

Complaints about group savings plans or exempt markets

Consumers wishing to file a complaint concerning the group savings or exempt market disciplines must do so in writing to the following address:

MICA Capital inc.
Complaints and disputes
7900 boul. Pierre-Bertrand, Suite 300
Québec (Québec) G2J 0C5
plainte@micasf.com

Maintenance of complaint records

Upon receipt of a complaint, a file will be created and assigned to the person in charge to handle and administer.

What happens when MICA receives a complaint?

An acknowledgement of receipt will be sent to the complainant within 5 working days of receipt of the complaint, accompanied by a notice to the complainant and a copy of our policy on handling complaints and disputes.

An acknowledgement of receipt will be sent to the complainant within 5 working days of receipt of the complaint, accompanied by a notice to the complainant and a copy of our policy on handling complaints and disputes.

A thorough analysis of the file will be carried out by the person responsible for handling complaints.

Once the analysis has been completed, a written, reasoned response will be sent to the complainant, no later than 90 days following the date on which the complaint was received. Our response may take the form of an offer of settlement, a rejection of the complaint explaining our reasons, or any other response deemed appropriate.