Complaint Handling and Dispute Resolution Policy

(Updated july 1st 2025, In accordance with updated AMF Regulation effective)

1. Policy Objective

This policy ensures that consumer complaints are handled fairly, transparently, and promptly, in compliance with applicable regulatory requirements. It reflects our commitment to professional and respectful dispute resolution.

2. Responsible Person

The person designated to oversee complaint management is:
Name: Casimir le Grand
Phone: 514-660-6459
Email: clegrand@fairpointinc.com
Address: 7371 Avenue Henri-Julien, Montréal, QC H2R 2B1

3. What Is a Complaint?

A complaint is any expression of dissatisfaction about a product, service, or action of the firm. It includes:

  • A reproach made toward the firm;

  • The identification of real or potential harm;

  • A clear request for correction or resolution.

4. How to File a Complaint

Complaints may be submitted:

An acknowledgement will be sent within 5 business days of receiving the complaint.

5. Complaint Handling Process

  • Collect relevant facts and documents

  • Inform the complainant of estimated timelines

  • Analyze the complaint

  • Propose a solution within a maximum of 60 calendar days

  • Send a final written and reasoned response

6. Complaint Record

Each complaint is documented and includes:

  • The complainant’s contact details

  • A detailed description of the issue

  • Supporting documents

  • Actions taken

  • The proposed resolution and final response

  • Any follow-up measures

7. Recourse to the AMF

If no satisfactory resolution is reached within 60 days, the complainant may request that their file be transferred to the AMF (Autorité des marchés financiers).

AMF Contact Information:

8. Annual AMF Report

Each year, Fairpoint submits a complaint report to the AMF including:

  • Number of complaints received

  • Nature of complaints

  • Average handling time

  • Resolutions offered

  • Cases transferred to the AMF

9. Availability of This Policy

This policy is published on our website and is available on request. It is reviewed annually to ensure continued compliance with evolving regulations.