Terms & Conditions

Accountability

These terms of use regulate the use of the SONOMAD website, a financial services firm. If you would like to get more information about a particular point, we recommend that you contact us. Considering that, by accessing this site, you acknowledge that you have read the terms and agree to abide by them. SONOMAD reserves the right to modify these conditions at any time and without prior notice.

Access and security

You acknowledge that SONOMAD is not liable in any way for any loss or damage that may arise directly or indirectly from a transaction made in accordance with a request by a person using your identity and/or your contact information.

Accuracy of the information appearing on this site

SONOMAD undertakes and will take all necessary measures to ensure that the information contained on this site is as reliable and accurate as possible.

Availability of the site and guarantee

SONOMAD cannot guarantee that this site will be available at all times, that access to it will not be interrupted, that it does not contain errors, that there will be no delays, failures, omissions, or loss of information transmitted. That no virus or other contaminating or destructive element will not be transmitted, nor will any damage be caused to your computer system.

Electronic communication

In the same way as communications established by other means (e.g. cell phone or mail), unprotected e-mail communications are not confidential, can be intercepted or lost, or undergo changes. You should not send any confidential, proprietary or sensitive information by these means. SONOMAD financial services firm Inc. disclaims any liability to you or anyone else for any damage caused by the transmission of your share of an e-mail message to SONOMAD.

Disclaimer

SONOMAD cannot be held liable to you or anyone for any damage whatsoever (direct, indirect, incidental, special, consequential, exemplary or punitive) and whatever the cause, which may arise from the site or information or be linked to it, or from your access to the site or your use of the site or information or your inability to access the site and use the site or the information, any action or decision you have taken by relying on the site or the information contained therein, or any error or omission of the site or information or any unauthorized use or reproduction of the site or information, even if SONOMAD has been informed of the possibility of such damage.

Protection of personal information

SONOMAD has set up a privacy policy and implemented control measures to ensure that your personal information is protected. The following principles are derived from this policy.

SONOMAD is responsible for the protection and security of your personal information that you have submitted to us as part of your file. By using this site, you consent to the collection, use, and disclosure, when required or required by law, of personal information obtained for the purposes of your file. We respect the law that governs us with respect to personal and confidential information. Your information may be communicated to authorized personnel only if you allow permission for purposes other than your file.

Our policy of controlling confidential information about you is designed to protect the information against unauthorized loss and access. However, you may rectify inaccurate information at any time, or withdraw your consent by contacting us in writing. We are authorized to use this information to offer you products, solutions, and services that could meet your insurance needs.

SONOMAD must inform the concerned person and obtain consent for any collection, use, or disclosure of personal information about it, subject to certain exceptions provided by law. Consent may be given in writing, orally, electronically or through an authorized representative, and may also be implied.

SONOMAD collects only the personal information necessary to the subject matter of the file, within the limits permitted by law.

SONOMAD retains the personal information contained in a file only for the duration necessary for the realization of its object and according to the law.

SONOMAD has taken reasonable steps to ensure that the personal information it holds is accurate, complete and up to date at the time of use.

Complaint Handling Policy

In order to ensure the success of a constant search for quality services, Sonomad has a complaint management policy.

Purpose of the policy

This policy describes the process set up by Sonomad to:

  • Deal with and settle complaints;
  • Transferring of complaints that cannot be resolved to a regulatory or external complaint-handling body.

What is a complaint?

A complaint is the expression of dissatisfaction or reproach, the identification of an injury or the claim of a remedy by a customer in respect of a product or service provided or distributed by Sonomad.

First step: Discussing the problem

When you are dissatisfied with a product or service, you must first contact our customer service department at 1-855-221-4555.

This first step could allow you to obtain the information or assistance necessary to resolve the dissatisfaction or the dispute.

Second step: Review your dissatisfaction

If the explanations you received from the representative do not satisfy you, you can request a review of your dissatisfaction by contacting a customer service supervisor who will be happy to answer your questions at 1-855-221-4555.

Third step: Contact us in writing

If, after attempting to resolve the dissatisfaction or dispute, you are still not satisfied and wish to file a complaint, you must contact us in writing. We will review your complaint and reply to you in writing within a maximum period of 90 days.

9160 Leduc blvd
Suite 410
Brossard, Quebec
J4Y 0E3
Canada
info@sonomad.com

Complaints Officer

The complaints officer is responsible for the application of this policy. Its main function is to ensure that the complaints received by Sonomad are dealt with in accordance with this policy.

The complaints officer also acts as a response to the various regulatory bodies to which SONOMAD is subject in dealing with complaints and dispute resolution.

The complaints officer must also report complaints received to regulatory or external complaints-handling agencies.

What happens when you file a complaint with the complaints officer?

Receiving the complaint

Upon receipt of your complaint, the complaints officer will ensure that it has been dealt with in accordance with the process described in this policy. If your complaint has not been dealt with in accordance with the process described in this policy, the complaints officer will forward it to the right person to ensure that the process is completed.

If your complaint has been dealt with in accordance with the process described in this policy, the complaints officer shall acknowledge receipt within five calendar days following the opening of the file. It is possible that further information is requested from the complainant.

Investigation and response to complaint

The complaints officer collects the facts related to the complaint and analyzes them in depth to ensure that the complaint is treated fairly.

In the course of the investigation, the complaints officer will be able to request that other documents be provided to him and to speak with persons who have information or who are aware of certain facts relating to the complaint.

After receiving all the documents or information necessary for the analysis, a final decision will be made within a maximum of 90 calendar days and sent to the complainant.

Transfer to a regulatory body

In its final decision, the complaints officer will inform the complainant of the relevant regulatory body (or bodies) to which he may request the transfer of his complaint file.

A complainant dissatisfied with the final decision of the complaints officer or the actual treatment of his complaint may request that his file be transferred to a competent regulatory body. When a transfer request is made, Sonomad will notify the regulatory body of all documents composing the complainant's complaint file within a maximum of 30 calendar days.

The complaint file includes the complainant's written complaint, the supporting documents, the acknowledgement of the complaint, any document or information that the complaints officer has taken into account in making his final decision and a copy of the final decision.

Judicialization complaint

If the complaint has been subject to a formal notice, the complaints Officer will propose to the client the option to follow the process described in this policy or to follow the judicial process. In the event that the client prefers to pursue the judicial process or if the complaint referred to has been the subject of a motion before the courts, the complaints Officer will inform the complainant in writing that his complaint will not be investigated by the Complaints in view of the ongoing litigation.

Policy update

This policy will be reviewed every three years by SONOMAD.

Last updated April 2019

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