To File a Complaint

Industrial Alliance Securities Inc. (lAS) considers that it is Imperative to assure a high level of services to all of our clients. For this reason, our clients have the right to expect a high level of professionalism and integrity from ail of our advisors and employees.

At lAS, we consider that our clients' complaints are important and that it is our responsibility to deal with them adequately.

Should an error occur in the process of your file, should you have any worries or queries or should you be unsatisfied of a decision or service rendered, lAS has put in place a settlement process that allows to obtain fair responses and solutions to complaints expressed.

Your trade confirmations and monthly statements

For any questions regarding your trade confirmations or monthly statements, please communicate with the advisor whose name is indicated on your confirmations or statements. However should you be unsatisfied of any service rendered by an advisor, please communicate with lAS Head Office who in turn will refer you to a Branch Manager. The Head Office telephone numbers are (514) 499-1066 or 1800 361-7465.

Should the problem not be resolved, you may submit a written complaint to lAS complaints' department.

Within five working days, you will receive an acknowledgement letter indicating the process delay, name and coordinates of the person in charge of the complaint.

Industrial Alliance Securities inc.
C/O Complaints' department
6700 Pierre-Bertrand boulevard, Suite 300
Quebec (QC) G2JOB4

E-mail: complaints@iagto.ca

Within 90 days maximum, following a detailed evaluation of the complaint, the person in charge of your file will render a final decision by communicating with you the details of your complaint, the results of the investigation, explanations of the decision rendered and any other alternatives you may have. However should lAS be unable to render a decision within 90 days, You will be informed of the delay and its reason along with the next date a response may be expected.

In addition, for your information, we refer you to the flyer entitled «An investor's Guide to making a Complaint» published by the Investment industry Regulatory Organization of Canada (IIROC).

To download An investor's Guide to making a Complaint (PDF – 1,24 MB)

If the previous steps have failed, you can make use of one of the following services:

A) Ombudsman for Banking Services and Investments (OBSI)

The Ombudsman for Banking Services and Investments (OBSI) provides independent and impartial mediation services free of charge.

Disputes can relate to claims of a maximum amount of $350,000 and complaints must be filed in writing. Complaints must be then sent by email to ombudsman@obsi.ca.

For information:
Telephone: 1-888-451-4519
Website: www.obsi.ca

If you decide not to accept OBSI’s recommendation, you can still seek redress through the IIROC arbitration program or the courts.

B) Arbitration

You may also make use of an arbitration service, which is faster and least expensive than filing a claim in civil court. The arbitration is conducted by a neutral organization that provides the arbitrators. The arbitrators for this program are empowered to award up to $100,000 plus interest and costs. In choosing this method, all parties renounce to their right of presenting their case before the courts or making use of any other conciliation service. Please note that fees are applicable for this service.

To initiate the arbitration process, you must prepare a summary of the dispute and specify the amount in question as well as provide details of the steps taken to resolve it thus far. You must also attach all documents that pertain to the dispute.

ADR Chambers
Telephone: 1-800-856-5154
Website: www.adrchambers.com

Quebec
Canadian Commercial Arbitration Centre
Telephone: 1-877-909-3794
Website: www.ccac-adr.org

Notice to Complainants in Quebec
In the province of Quebec, the regulatory body for financial institutions is the Autorité des marchés financiers. If you are dissatisfied with the process used to examine your complaint or the results of the examination, you may request that your file be transferred to the Autorité, who may offer a free mediation service. Participation is voluntary and requires the consent of both the firm and client.

C) Legal Action

You also have the option of going to court. A lawyer can advise you of your options and recourses.