COMPLAINT HANDLING PROCEDURES
RJOC has created a process for documenting, handling and resolving complaints in an efficient and expedient manner.
The fair and timely handling of client complaints is vital to the overall integrity of the investment industry. RJOC regards the handling of all client complaints as an essential element of the proper servicing of client accounts generally, and believes an effective framework for dealing with client complaints is in keeping with appropriate standards of professionalism in the industry. RJOC’s procedures require that complaints be dealt with fairly and expeditiously through a fair and thorough investigation.
What Constitutes a Complaint?
- A “complaint” can be against RJOC, the Account Executive on the account, or any other employee of RJOC.
- A complaint is any verbal or recorded expression of dissatisfaction alleging misconduct.
Misconduct is defined as the following:
- allegations of breach of confidentiality
- theft, fraud
- misappropriation or misuse of funds or securities
- unsuitable investments
- unauthorized trading relating to the client’s account(s)
- other inappropriate financial dealings with clients
Note that a mistake or oversight is not misconduct. In the unlikely situation that you have a complaint, RJOC encourages you to follow the steps outlined here.
Step 1 – Contact your Account Executive
In many instances, complaints may be simple misunderstandings and may be resolved quickly and over the telephone or in person. As a first step, please contact your Account Executive if you have questions or concerns about a particular issue.
Step 2 – Send us your complaint in writing
If the problem you have is not solved to your satisfaction after completing Step 1, please detail your complaint in writing and send it to us. A copy of your correspondence should be sent to the Account Executive, the Branch Manager (if applicable) at the branch office where the Account Executive is located and to the Chief Compliance Officer at the following address:
R.J. O’Brien & Associates Canada Inc.
195 Commerce Drive
Winnipeg, MB R3P 1A2
Chief Compliance Officer/Designated Complaints Officer
Once we have your complaint in writing it will be handled in accordance with our complaint process. Within five business days of the receipt of your complaint you will receive an acknowledgement of your complaint from the Designated Complaints Officer with a description of next steps to be taken by RJOC as well as other information such as a designated contact person, complaint reference number, the protocol you should follow once you have sent your complaint to us and the timelines which we follow in order to process your complaint in a timely manner. The entire process should take no longer than 90 days before a client substantive response letter is mailed or correspondence will be provided to you acknowledging that we require additional time or information in order to complete our review. If a decision is to be delayed longer than 90 days, RJOC will inform you of the delay, the reason for the delay, and provide a new date for the substantive response.
Once completed you will receive a substantive response letter from the Designated Complaints Officer, which will include the following information:
- A summary of your complaint
- The results of our investigation
- Our final decision on the complaint, including an explanation; and
- A statement describing available options should you not be satisfied with our response
Step 3 – Other options available
If, following Step 2, your complaint has not been resolved to your satisfaction other options available to you:
- A request to the Ombudsman for Banking Services and Investments (“OBSI”) must be made within 180 days from the date of our substantive response
- A complaint to IIROC for assessment whether disciplinary action is warranted
- Litigation/civil action
- RJOC does not offer an internal ombudsman service
- Services available through the AMF for Quebec residents
- Other applicable options (as outlined in available brochures)