Clic Assure

Plaintes ou traitement des plaintes

Tuesday, September 20, 2022 Dernière modification le Tuesday, September 27, 2022

Ce résumé vise à présenter les principaux éléments de notre Politique de traitement des plaintes et de règlement des différends. Elle précise comment nous assurons le traitement équitable et gratuit des plaintes qui nous sont soumises à l’égard des produits et services que nous offrons.

1. Définition d’une plainte

Une plainte au sens de notre politique constitue l’expression d’au moins un des trois éléments suivants, qui subsiste après avoir été considérée et traitée au niveau opérationnel compétent pour rendre une décision:

-un reproche à l’endroit de l’entreprise; ou

-l’identification d’un préjudice potentiel ou réel qu’aurait subi ou pourrait subir un consommateur; ou

-une demande de mesure correctrice.

 

Ne constitue pas une plainte, une première manifestation d’insatisfaction de la part d’un consommateur, qu’elle soit écrite ou non, lorsque cette insatisfaction se règle dans le cours normal des activités de l’entreprise. 

2. Responsable du traitement des plaintesNotre responsable de l’application de la politique est M. Marc St-Pierre, Président. Il s’assure que toute plainte reçue soit traitée conformément à notre politique et il agit comme répondant auprès de l’Autorité des marchés financiers.

3. Transmission de votre plainteVotre plainte peut nous être transmise par écrit à l’adresse suivante :

ClicAssure, Cabinet de services financiers inc.

275, boul. Sir Wilfrid Laurier, bureau 201

Beloeil (Québec)  J3G 4H2

Tél. 450 467-4777  Téléc. 450 467-4385

service.client@clicassure.com

 

Si vous avez besoin d’aide ou si vous le préférez, vous pouvez également communiquer avec nous par téléphone, au numéro mentionné ci-dessus.

 

4. Réception de votre plainte

Dès sa réception, un dossier sera ouvert et votre plainte sera prise en charge. Un accusé de réception détaillé vous sera transmis dans les 5 jours ouvrables, accompagné de notre Politique de traitement des plaintes et de règlement des différends.

Si des renseignements additionnels sont nécessaires, nous vous transmettrons une demande d’informations complémentaires à laquelle nous vous demanderons de répondre dans les 10 jours ouvrables, à défaut de quoi votre plainte sera réputée abandonnée.

5. Traitement de votre plainteLa personne responsable du traitement des plaintes débute le processus de traitement de votre plainte dès sa réception et il confie le dossier aux fins d’enquête.Après enquête et analyse, nous vous transmettrons une réponse finale, écrite et motivée. Cette décision est rendue dans les 20 jours ouvrables suivant la réception de tous les renseignements nécessaires à l’analyse de votre plainte.

6. Transfert de votre dossier de plainteSi vous n’êtes pas satisfait du traitement de votre plainte ou de la décision finale rendue, vous pouvez nous demander de transférer votre dossier de plainte à l’Autorité des marchés financiers.Nous transmettrons alors votre dossier de plainte ainsi que l’ensemble des documents relatifs à votre dossier de plainte

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