Financial intermediaries, financial institutions and credit assessment agents (“businesses”) must submit a report to the AMF on the complaints entered in their complaint registerNOTE.
Complaints to be reported using the Complaint Report tool do not include legal proceedings brought by a client or steps a client undertakes with the AMF, the Chambre de l’assurance or CIRO to report, or request an investigation into, the practices of a firm or one of its representatives.
How to submit the complaint report
Between March 1 and May 1 of each year, the businesses msut submit a complaint report to the AMF.
The period covered by each report is from January 1 to December 31 of the previous year.
Reporting date reminder
| Period | Reporting |
|---|---|
| January 1 to December 31 | March 1 to May 1 of the following year |
How the complaint report is submitted varies depending on the industry sector. For more information, see the Notice relating to the redesigned complaint reporting process (pdf - 126 KB)
This link will open in a new windowUpdated on December 6, 2022Notice relating to the redesigned complaint reporting process..
Financial intermediaries must submit their complaint reports using the Complaint Report tool, which is accessible via AMF E-Services for businesses.
Instructions specific to certain financial intermediaries
Independent representatives and firms acting through a single representative
- You are required to submit a complaint report only if:
- you received one or more complaints during a reporting period, or
- you previously reported complaints were not resolved during the previous reporting period.
- If you do not submit a complaint report, you will be presumed by the AMF not to have any complaints to report.
Dealer Members of the Canadian Investment Regulatory Organization (CIRO) This link will open in a new window
- Investment Dealer Members: the complaint reports to be filed with the AMF will be the ones completed through ComSet, which will be forwarded electronically to the AMF.
- Mutual Fund Dealer Members: you must submit your complaint reports using the Complaint Report tool, which is accessible via AMF E-Services for business.
- Dealer Members registered in two or more categories: you must report your complaints related to your activities in Québec in accordance with the applicable terms for each registration category.
Complaints not requiring detailed information to be entered in the Complaint Report tool
Financial intermediaries are not required to enter detailed information in the Complaint Report tool for complaints they elect to process under the rules for the simplified process.
Financial intermediaries have the choice of entering only the number of complaints resolved to the satisfaction of a client according to a simplified process in the Complaint Report tool or entering detailed information about them.
These terms do not apply to Investment Dealer Members of the Canadian Investment Regulatory Organization (CIRO), since their complaint reports are forwarded by CIRO.
Complaints are reported via the Annual Statement on Market Conduct administered by the Canadian Council of Insurance Regulators (CCIR), and must be submitted through AMF E-Services for business.
Complaints to be entered and to be reported in the Complaint Report tool in accordance with the CCIR's process
AMF E-Services for business (Complaint Report tool accessible under the "Complaint Management" section)
All complaints recorded in your complaint register that meet at least one of the following criteria:
- Escalated, meaning those that were not resolved by the examiner or the examiner's immediate supervisor and that were approved or handled at another level of authority
- Identified as one of the following five types of complaints:
- Product design issues
- Unfair sales practices
- Ethical misconduct
- Illegal activities
- Breach of confidentiality of customer information
Complaints to be reported using the CCIR Annual Statement on Market Conduct
You must report the total number of complaints listed in your complaints register by reason for complaint and class of insurance via the Annual Market Conduct form.
You must submit your complaint report using the Complaint Report tool, which is accessible via AMF E-Services for businesses.
The information you provide when you enter your complaints in the Complaint Report tool must be detailed.
Complaints not requiring detailed information to be entered in the Complaint Report tool
Complaints resolved according to a simplified process do not have to be entered in the Complaint Report tool.
Complaints to be reported on the Annual Statement on Market Conduct form
Each entity authorized to operate in Quebec must report the number and nature of complaints recorded in its complaint register.
These complaints must be reported through the Annual Statement on Market Conduct.
For reporting procedures, please consult the appropriate page:
- Annual Statement on Market Conduct - Trust Companies
- Annual Statement on Market Conduct - Deposit Institutions
- Annual Statement on Market Conduct - Financial Services Cooperatives
You must submit your complaint report using the Complaint Report tool, which is accessible via AMF E-Services for businesses.
The information you provide when you enter your complaints in the Complaint Report tool must be detailed.
Complaints not requiring detailed information to be entered in the Complaint Report tool
Complaints resolved according to a simplified process do not have to be entered in the Complaint Report tool.
Complaints to be reported on the Annual Statement on Market Conduct form
Each credit assessment agent authorized to operate in Quebec must report the number and nature of complaints recorded in its complaint register.
These complaints must be reported through the Annual Statement on Market Conduct.
For reporting procedures, please consult the appropriate page:
Financial intermediaries must submit their complaint reports using the Complaint Report tool, which is accessible via AMF E-Services for businesses.
Instructions specific to certain financial intermediaries
Independent representatives and firms acting through a single representative
- You are required to submit a complaint report only if:
- you received one or more complaints during a reporting period, or
- you previously reported complaints were not resolved during the previous reporting period.
- If you do not submit a complaint report, you will be presumed by the AMF not to have any complaints to report.
Dealer Members of the Canadian Investment Regulatory Organization (CIRO) This link will open in a new window
- Investment Dealer Members: the complaint reports to be filed with the AMF will be the ones completed through ComSet, which will be forwarded electronically to the AMF.
- Mutual Fund Dealer Members: you must submit your complaint reports using the Complaint Report tool, which is accessible via AMF E-Services for business.
- Dealer Members registered in two or more categories: you must report your complaints related to your activities in Québec in accordance with the applicable terms for each registration category.
Complaints not requiring detailed information to be entered in the Complaint Report tool
Financial intermediaries are not required to enter detailed information in the Complaint Report tool for complaints they elect to process under the rules for the simplified process.
Financial intermediaries have the choice of entering only the number of complaints resolved to the satisfaction of a client according to a simplified process in the Complaint Report tool or entering detailed information about them.
These terms do not apply to Investment Dealer Members of the Canadian Investment Regulatory Organization (CIRO), since their complaint reports are forwarded by CIRO.
Complaints are reported via the Annual Statement on Market Conduct administered by the Canadian Council of Insurance Regulators (CCIR), and must be submitted through AMF E-Services for business.
Complaints to be entered and to be reported in the Complaint Report tool in accordance with the CCIR's process
AMF E-Services for business (Complaint Report tool accessible under the "Complaint Management" section)
All complaints recorded in your complaint register that meet at least one of the following criteria:
- Escalated, meaning those that were not resolved by the examiner or the examiner's immediate supervisor and that were approved or handled at another level of authority
- Identified as one of the following five types of complaints:
- Product design issues
- Unfair sales practices
- Ethical misconduct
- Illegal activities
- Breach of confidentiality of customer information
Complaints to be reported using the CCIR Annual Statement on Market Conduct
You must report the total number of complaints listed in your complaints register by reason for complaint and class of insurance via the Annual Market Conduct form.
You must submit your complaint report using the Complaint Report tool, which is accessible via AMF E-Services for businesses.
The information you provide when you enter your complaints in the Complaint Report tool must be detailed.
Complaints not requiring detailed information to be entered in the Complaint Report tool
Complaints resolved according to a simplified process do not have to be entered in the Complaint Report tool.
Complaints to be reported on the Annual Statement on Market Conduct form
Each entity authorized to operate in Quebec must report the number and nature of complaints recorded in its complaint register.
These complaints must be reported through the Annual Statement on Market Conduct.
For reporting procedures, please consult the appropriate page:
- Annual Statement on Market Conduct - Trust Companies
- Annual Statement on Market Conduct - Deposit Institutions
- Annual Statement on Market Conduct - Financial Services Cooperatives
You must submit your complaint report using the Complaint Report tool, which is accessible via AMF E-Services for businesses.
The information you provide when you enter your complaints in the Complaint Report tool must be detailed.
Complaints not requiring detailed information to be entered in the Complaint Report tool
Complaints resolved according to a simplified process do not have to be entered in the Complaint Report tool.
Complaints to be reported on the Annual Statement on Market Conduct form
Each credit assessment agent authorized to operate in Quebec must report the number and nature of complaints recorded in its complaint register.
These complaints must be reported through the Annual Statement on Market Conduct.
For reporting procedures, please consult the appropriate page:
Clarifications regarding the submission of complaint reports for the year 2025
You need to anticipate the impact that the coming into force of the Regulation respecting complaint processing and dispute resolution in the financial sector on July 1, 2025, will have on the complaint report to be submitted by you for the January 1 - December 31, 2025 reporting period.
The Regulation modifies the definition of a complaint that must be reported to the AMF. Complaints meeting the definition in effect prior to the coming into force of the Regulation must be entered for January 1, 2025, to June 30, 2025, and complaints meeting the definition set out in the Regulation must be entered for July 1 to December 31, 2025.
| Complaint reporting period | Complaints to reported to the AMF |
|---|---|
| From January 1 to June 30, 2025 | Definition of complaint in effect up to June 30, 2025 |
| July 1 to December 31, 2025 | Definition of complaint in effect as of July 1, 2005 |
This distinction must be taken into account when you enter your complaints and submit your complaint report for the 2025 reporting period.
Procedure for non-compliance with complaint reporting obligations
The AMF imposes administrative measures on entities that fail to comply with their reporting obligations. These businesses will receive formal notices detailing the alleged facts and the penalty the AMF plans to impose.
For more information, consult the notice (pdf - 126 KB)This link will open in a new windowUpdated on December 6, 2022Notice relating to the redesigned complaint reporting process..
If you have any questions about the “Complaint report” or the way complaints are entered, contact the complaint report analyst:
Québec City: 418-525-0337, ext. 4122
Montréal: 514-395-0337, ext. 4122
Toll-free: 1-877-525-0337, ext. 4122
E-mail: [email protected]