Complaint and dispute handling at Planisource
Last updated: October 2, 2026
Summary of Planisource inc.’s policy
You may let us know if you are dissatisfied with Planisource’s products and services or the activities of its representatives attached to the firm. Your complaint is handled free of charge. We review the situation objectively and explain our response in plain language.
Who to contact
For a complaint about Planisource’s insurance activities, including segregated fund policies, contact us using the information below.
For a complaint about mutual funds offered through IPC Wealth Inc., consult the dealer’s procedure provided in your account documents. We can help you identify the party concerned. If a complaint also involves an insurer or another party, we explain their role and invite you to contact them as well, without asking you to withdraw your complaint to Planisource.
For a request to access or correct personal information, or a concern about its protection, consult our “Personal information protection at Planisource” page. A complaint may have several aspects; we help direct it according to its nature.
How to contact us
Geneviève Bauer
Person responsible for complaint handling
Planisource inc.
Email: plaintes@planisource.com
Telephone: 514 652-1522
Address: 2000 McGill College Avenue, 6th floor
Montréal, Québec H3A 3H3
You may make your complaint to a representative, by telephone, email or mail. You may also complete the Autorité des marchés financiers complaint form and send it to us. Using this form and submitting a complaint in writing are not mandatory.
Explain what happened, the product or service concerned and the action you would like taken. We can help you clarify the facts and your expectations. For documents containing sensitive information, ask us for an appropriate way to send them.
What is a complaint?
It is a reproach or expression of dissatisfaction with a product or service, accompanied by an expectation that we take action to correct the situation. The expected action may include an explanation, a correction, an apology or compensation.
A simple request for information, an insurance claim or a request to access personal information does not, on its own, constitute a complaint under this procedure. A request to correct an administrative error may, however, become a complaint when it has other consequences for you or other clients.
Steps in handling a complaint
1. Receipt and handling
We record your complaint in the register without delay and open a file containing the complaint, our communications, the information used in the analysis and our response. The file is kept up to date and retained according to the retention rules applicable to your information. We send you a written acknowledgement within 10 days of receiving your complaint. It specifies, among other things, how to obtain updates and your right to request a review by the Autorité des marchés financiers.
2. Analysis and response
We examine the facts and your expectations. We may contact you for clarification. We send you a final written response within 60 days of receiving your complaint. This response presents our analysis, our conclusion and, where applicable, the proposed solution. You may continue to send us questions or new relevant facts after this response.
3. Exceptional additional time
Exceptional circumstances or circumstances beyond our control may justify an extension of up to 30 days. Examples include a delay beyond our control in obtaining a statement or report essential to the analysis, or an exceptional increase in complaints after a natural disaster. In that case, we notify you in writing no later than the end of the initial 60-day period. The notice explains the reasons for the extension, gives the expected date of our response and reminds you of your right to request a review of the file by the Autorité.
4. Considering a solution and settlement
If we propose a solution, you have a reasonable period to consider it, obtain advice, accept or reject it, or make a counter-offer. When an agreement is reached, we carry it out within 30 days of its acceptance, unless we agree together on another period in your interest.
Simplified handling
Some complaints may be resolved to your satisfaction within 20 days of receipt. We may then use a simplified process, including by telephone. You are informed within 10 days that your complaint has been received and of your right to request a review by the Autorité.
If we find that a resolution to your satisfaction will not be possible within that period, we notify you in writing no later than the 20th day after receiving your complaint and continue handling it according to the steps described above. The time already elapsed counts toward the response period; the process does not start over.
Requesting a review by the Autorité des marchés financiers
If you are dissatisfied with how we handled your complaint or with our response, you may request that the Autorité review your file. You may send the request to us or contact the Autorité directly. You do not have to wait for our final response if your dissatisfaction concerns the way we handle your complaint.
We send the file to the Autorité within 15 days of receiving the request. You may use its file transfer request form. This process does not suspend the time limits for taking legal action before the courts.
Following up
You may contact the person responsible at the information above at any time for help or to find out the status of your complaint. If you have been given a file number, include it in your communications.
Request to transfer the file to the AMF