Legal Notice

Web site approach – Protection of personal or sensitive information

Ciccarello Insurance wishes to inform the consumer about some measures that the firm takes regarding the management of the personal or sensitive information of its clients (potential and actual).

For information, Tony Ciccarello, vice-president of the firm acts also as the person responsible for the protection of personal information.

The firm has implemented adequate computer security measures to respect the protection of your personal information. Also, it has a policy regarding the protection of personal information. The policy is available upon request at: info@ciccarello.ca

A separate policy for staff has been put in place to promote the best practices to adopt in the context of the company’s professional activities.

Complaint

In the event of a dispute or complaint regarding the protection of personal or sensitive information, the consumer or client is invited to contact the firm or consult the dispute and complaint handling policy available on the web site.

To contact the firm or obtain the policy:

By email: info@ciccarello.ca

By telephone: 514-253-8960

Summary1 of Dispute and Complaint Handling Policy

Purpose of the Policy

The purpose of this Dispute and Complaint Handling Policy is to provide a free, simple and fair procedure for dealing with disputes.

In particular, it aims to identify the person responsible for processing, to oversee the receipt and processing of complaints, and, if applicable, the transmission of the file to the Autorité des marchés financiers, hereinafter referred to as the “AMF”.

Also, the policy applies regardless of the nature of the activities that generate a dispute or complaint, whether it is for management activities in general, distribution of insurance products or services or the protection of personal information.

Responsible person

The person responsible for enforcing this policy is Connie Ciccarello, president of the firm.

Within the framework of the policy, its functions include the following:

  • Send an acknowledgment of receipt to the complainant within 10 business days of receipt of a complaint;
  • Conduct the analysis of disputes and complaints within a reasonable period of time (note that the person in charge may delegate this task while ensuring its supervision);
  • To rule on the conclusion of the analysis and to inform the complainant thereof;
  • Transmit the file to the AMF at the complainant’s request;
  • To report complaints to the Authority, through the system provided for this purpose.

Receipt of Complaint

A consumer or customer of the firm who wishes to file a complaint may do so, verbally or in writing, by contacting the person responsible:

  • By mail: 5993 rue Jean-Talon Est, suite 202, Montréal (Québec) H1S1M5
  • By phone: 514-253-8660 / 1-800-463-2556
  • By email: info@ciccarello.ca

Handling a complaint

For the purposes of this policy, a complaint is the expression, verbal or written, of one or more of the following, which remains after it has been considered and dealt with at the operational level appropriate to render a decision.

It must contain one of the following:

  • The identification of potential or actual harm suffered or could be suffered by a consumer and the details of the alleged facts, dates and other information necessary to make an analysis of the file.
  • A reproach to the firm, a representative or an employee.
  • Request for remedial action.

Upon receipt of a complaint, the person responsible for handling complaints will send an acknowledgement of receipt to the complainant within 10 business days of receipt of the complaint. It will conduct an impartial analysis within a reasonable period of time, which should not exceed 60 working days, following receipt of the complaint and the elements necessary for its analysis.

In the case of an incomplete complaint, a notice with a request for additional information will be sent to the complainant. He will have to provide the necessary information before the analysis of the file can resume or continue.

The complaint must be dealt with impartially and within a reasonable period of time, which should not exceed 60 days after receipt of the complaint. This timeframe should be respected, regardless of the different levels of treatment involved.

Transmission to the authority

If the complainant is not satisfied with the outcome of the handling of the complaint or with the handling itself, he or she may ask the person responsible to transfer the complaint file to the AMF.

Address to be used for the transfer:

AUTORITÉ DES MARCHÉS FINANCIERS

Place de la Cité, Cominar Tower 2640 Laurier Blvd., Suite 400
Quebec City, Quebec G1V 5C1

The file transferred to the AMF will consist of all the documents relating to the complaint.

The transfer must be made to the Authority within 30 days of the complainant’s request.

Effective date of policy: January 12th 2024

1 The full version of the policy will be made available to the person responsible for its application upon request, note this version will be available only in French.

Ciccarello Assurances - Head Office
  • 5993, rue Jean-Talon E. suite 202
    Montréal (Québec) H1S 1M5

  • (514) 253-8960

Ciccarello Assurances - Laval
  • 5305 Notre-Dame Blvd, suite 208
    Laval (Québec) H7W 4T8

  • (514) 253-8960

Ciccarello Assurances - Lasalle