Step 1) A customer may make a complaint in writing, in person, or by telephone. The customer should first contact the person with whom he or she had the interaction that gave rise to the complaint.
Step 2) If the complaint remains unresolved, the person named in #1 above shall inform his/her immediate manager . The manager will attempt to resolve the complaint.
Step 3) If the complaint remains unresolved, the Manager shall offer to escalate the matter to the Complaints Handling Person. Alternatively, the customer may contact the Complaints Liaison Person direclty:
Rob Budhwa
Senior Legal Counsel & Complaints Officer
complaints@fct.ca
Tel: 905-287-1000 / Fax: 905-287-2400
2235 Sheridan Garden Drive
Oakville, Ontario, L6J 7Y5
Third-party complaint-handling process for this institution:
General Insurance OmbudService (GIO)
Head Office
4711 Yonge Street, 10th floor
Toronto, ON M2N 6K8
Website: www.giocanada.org
National Toll-free: 1-877-225-0446 (toll free)
Fax:416-299-4261
