Resolving Customer Complaints

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1 Resolving Customer Complaints When a Problem Occurs - We Can Help As an MCAP Client you have come to expect a high level of customer service. If you have a complaint regarding our service or policy, we have created a complaint resolution process we deem both effective and efficient. Every MCAP employee who receives a complaint is expected to take ownership and ensure that your complaint is resolved quickly. Step 1 Talk to Us Talk to a customer service agent at the office where your complaint originated. If your concerns are not resolved, you may involve a Manager/Supervisor/Escalation Officer. Our customer service agent will require the following information for a Manager/Supervisor/Escalation Officer to call you back: your full name, contact information, and your issue of concern Note: You will receive a call back within 24 business hours. Alternatively Contact Us By: Phone: On our customer service line at Written request: At our address: Fax request: On our customer service fax at Written request: Mortgage Servicing Centre Kitchener, On N2G 2Y9

2 Step 2 Escalation to a Senior Officer If your complaint is unresolved after following Step 1, you may escalate to the appropriate Senior Officer, listed below: Vice President Contact Centre Operations Written request: address: or Mailing address: Mortgage Servicing Centre Kitchener, ON N2G 2Y9 Call back request: A call back will be made to the customer within 48 business hours. Managing Partner, Single Family Servicing and Administration Written request: address: or Mailing address: Mortgage Servicing Centre Kitchener, ON N2G 2Y9 Step 3 Escalate to MCAP Vice President Enterprise Risk Management or MCAP Privacy Officer If your complaint is unresolved after Steps 1 and 2, you may escalate to MCAP s Vice President, Enterprise Risk Management. The Vice President Enterprise Risk Management will conduct a review of your complaint based on fairness, integrity and respect and make a non-binding recommendation in a timely manner. The Vice President Enterprise Risk Management does not investigate certain types of complaints, including: Credit granting policies or risk management decisions of MCAP Levels of interest rates, service charges or fees that apply to the customer Matters that are already before the court You may contact the Vice President, Enterprise Risk Management by: Written request: Mailing address: MCAP 200 King Street West, Suite 400 Toronto, on M5H 3T4 Phone: At

3 MCAP Privacy Officer If your complaint is regarding the privacy of personal information and remains unresolved after following Steps 1 and 2, you may contact the MCAP Privacy Officer at: Written request: Mailing address: MCAP 200 King Street West, Suite 400 Toronto, on M5H 3T4 Phone: At If you are still not satisfied, you can contact: The Office of the Privacy Commissioner of Canada 112 Kent Street Ottawa, ON K1A 1H3 Call Visit: privcom.gc.ca Alternate Options The following provincial regulators supervise MCAP s activities to ensure we comply with consumer protection laws. If you have a complaint about a potential violation of consumer protection law you may contact the appropriate authority listed below. Alberta British Columbia Manitoba Real Estate Council of Alberta (RECA) Richard Rd SW Calgary, AB T3E 6L1 Phone: Financial Institutions Commission Box West Hastings Vancouver, BC V6B 4N6 Phone: Manitoba Consumer and Corporate Affairs Consumer Protection Office Portage Ave Winnipeg, MB R3C 0B6 Phone:

4 New Brunswick Newfoundland & Labrador Nova Scotia Ontario Prince Edward Island Department of Justice & Attorney General Centennial Building PO Box King Street, Suite 649 Fredericton, NB E3B 5H1 Phone: Consumer and Commercial Affairs PO Box 8700 St. John s, NL A1B 4J6 Phone: Service Nova Scotia and Municipal Affairs 8 th South, Maritime Centre 1505 Barrington St P.O. Box 2723 Halifax, N.S. B3J 3P7 Phone: Financial Services Commission of Ontario 5160 Yonge St PO Box 85 Toronto, ON M2N 6L9 Phone: Department of Environment, Labour and Justice 4 th Floor, Shaw Building, South End 95 Rochford St PO Box 2000 Charlottetown, PEI C1A 7N8 Phone:

5 Quebec Autorité des marchés financiers 800, square Victoria, 22e étage CP 246, tour de la Bourse Montréal, QC H4Z 1G3 Phone: Association Des Courtiers Et Agents Immobiliers Du Quebec (ACAIQ) 4905, boulevard Lapinière Suite 2200 Brossard, QC J4Z 0G2 Phone: Chambre de l'assurance de dommages 999 De Maisonneuve Blvd West, Suite 1200 Montréal, QC H3A 1L4 Phone: Saskatchewan Saskatchewan Financial Services Commission Saskatchewan Dr Regina, SK S4P 4H2 Phone: Financial Consumer Agency of Canada (FCAC) MCAP although not directly regulated by FCAC originates and services mortgages on behalf of federally regulated financial institutions (FRFIs). FCAC supervises FRFIs to ensure they comply with federal consumer protection laws. The FCAC website at fcac-acfc.gc.ca provides a complete listing of federal consumer protection laws that MCAP may be required to comply with as a result of its contractual relationships with FRFIs.

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