Description of the complaint handling and dispute resolution policy2
The complaint handling and dispute resolution policy allows customers of NAZDIRECT, Damage Insurance Brokerage Firm to ensure that any complaint received is analyzed and responded to in a fair and free process in accordance with the Regulation respecting the handling of complaints and the resolution of disputes in the financial sector.
What is a complaint?
A complaint expresses:
- A criticism or dissatisfaction with our services or a product we offer; and
- An expectation on your part that we take action to remedy the situation.
Example:
When you request a refund or want NAZDIRECT to take action to resolve the situation that led to your complaint.
How to file a complaint?
If you have any questions or wish to make your complaint in writing (ideally) or verbally, you can contact us in any of the following ways that suit you:
By mail or in person:
NAZDIRECT
Attn: Complaints Manager: BEANT KAUR GILL
3737 BOUL CRÉMAZIE E., SUITE 806
MONTRÉAL, QUÉBEC
H1Z 2K4
Our office hours:
Monday to Friday: 9:00 a.m. – 5:00 p.m.
Saturday and Sunday: [Closed]
Email:@: Info@nazdirect.com
By phone or verbally:
Office phone: 1 (514) 833-5555
You can also fill out the complaint form3 provided online by the Autorité des marchés financiers (AMF) (the “Authority”) and we remain available to assist you.
DOWNLOAD HERE:
STEPS IN THE COMPLAINT PROCESS
NAZDIRECT can handle certain complaints using a simplified process. This process is explained further in this policy. If we are unable to resolve your complaint using this process, or if the nature or complexity of your complaint does not lend itself to this process, it will be handled according to the following steps:
1) Receipt of the complaint
Within 10 days of submitting your complaint, you will receive an acknowledgment of receipt.
2) Analysis of the complaint
We will analyze your complaint in order to fully understand your expectations of NAZDIRECT. In order to avoid additional delays, we may need to contact you for further information.
3) Final written response
Within 60 days* of submitting your complaint, you will receive a final written response explaining:
- How your complaint was analyzed;
- The considerations that led to our response;
- And, if possible, the proposed solution to resolve your complaint.
*Additional extension
If the processing of your complaint is more complex or requires more time, NAZDIRECT will notify you in writing, specifying the reasons for the additional delay of up to 30 days.
4) Evaluation of the offer and resolution of the complaint
Take the time to review our firm’s final response.
However, NAZDIRECT must receive your response within 30 days, unless we have received a written request from you for a reasonable extension of the deadline. You may send us one of the following responses:
- Your acceptance of the offer from NAZDIRECT;
- Your rejection of the offer from NAZDIRECT;
- Your presentation of a counteroffer.
Once we have reached an agreement with you on how to resolve your complaint, NAZDIRECT will follow through with the agreed-upon resolution within 30 days, unless a different timeframe has been agreed upon with you in your best interest.
If NAZDIRECT does not receive a response or follow-up from you within the established complaint handling process deadlines, NAZDIRECT may be forced to close your complaint file.
5) Review of the complaint file by the Authority
As required, NAZDIRECT creates a file for each complaint in which we keep all information and documents relevant to the handling of your complaint.
You may contact us to request that your complaint file be reviewed by the AMF at any time if you are dissatisfied with how we have handled your complaint or with the response we have provided.
NAZDIRECT will forward your complaint file to the Authority within a maximum of 15 days of your request. After reviewing the file, the Authority will offer dispute resolution services if it deems it appropriate. This right of transfer by the complainant expires one (1) year after the date of receipt of the final response.
SIMPLIFIED PROCESSING PROCEDURE (FOR CERTAIN COMPLAINTS)
We may process and resolve certain complaints using a simplified process. This applies to complaints for which we are able to offer:
- A satisfactory solution (acceptance of solution or explanations)
- A resolution within 20 days.
- Assistance from a member of our customer service team (e.g., during a phone call).
If we are unable to offer you a solution or provide you with explanations that resolve your complaint through this simplified process, we will inform you in writing.
- Your complaint will then be processed according to the steps outlined above.
- The time we take to try to resolve your complaint through a simplified process does not affect our obligation to provide you with our final written response within the required time frame.
Reference
This policy has been drafted in accordance with the regulatory framework provided for in the Act respecting the distribution of financial products and services and the Regulation respecting the handling of complaints in the financial sector.
Update
This policy is subject to change in accordance with AMF guidelines. It is currently in effect and was last updated on January 2026.
1 Complaint Handling | AMF: Policy Summary Template (Updated 20250601)
2 Complaint handling | AMF: Policy summary template (Updated 20250601)
3 Header of the AMF complaint form: Complaint form (lautorite.qc.ca) (20240901 no changes 20250601)