Complaints Handling Policy
Our Commitment
At CPA Professional Liability Plan Inc., we are committed to providing our clients with high-quality service and fair treatment at all times. We value the trust our clients place in us and take all feedback seriously.
If you are dissatisfied with any aspect of our products, services, or interactions with us, we encourage you to let us know. Your feedback gives us the opportunity to address your concerns promptly and helps us improve our services. Our goal is to ensure that concerns are reviewed thoroughly and resolved in a timely and transparent manner.
We are committed to:
- Treating every complaint with respect and professionalism
- Listening carefully to your concerns
- Investigating matters fairly and objectively
- Providing clear and timely responses
- Using feedback to continually improve our services
What is a Complaint?
A complaint is an expression of dissatisfaction about a product, service, decision, or the way in which you have been treated by CPA PLI or its representatives, where a response or resolution is expected.
Complaints may relate to matters such as:
- Insurance coverage or policy administration
- Claims handling or claim decisions
- Service provided by our staff or representatives
- Communication or timeliness of responses
- Any other concern regarding our products or services
How to Submit a Complaint
If you have a concern, we encourage you to contact us as soon as possible so that we can address it promptly. You may submit your complaint through any of the following channels:
- smit.shah@cpaplan.ca
- 416-204-3239
- Mail to: Smit Shah @ Suite 2103, 2 Bloor Street East, Toronto, ON M4W 1A8
When submitting a complaint, please include:
- Your name and contact information
- Policy number or claim number (if applicable)
- A description of your concern
- Any relevant documents or supporting information
This will help us review your concern more efficiently.
Our Complaint Review Process
We aim to handle complaints in a fair, transparent, and timely manner.
Acknowledgement
Once we receive your complaint, we will acknowledge it promptly and confirm that it is being reviewed.
Investigation
Your complaint will be reviewed carefully by the appropriate team. We may contact you if additional information is required to fully understand your concern.
Resolution
We will provide a response outlining the outcome of our review and any actions or remediation, where appropriate.
Our objective is to resolve complaints as quickly as possible while ensuring that every matter receives proper consideration.
If You Are Not Satisfied
If you are not satisfied with the resolution of your complaint, you may request that the matter be reviewed further within our organization.
In some cases, you may also have the option to contact an independent external dispute resolution service or the relevant insurance regulator, depending on the nature of the complaint and applicable regulations.
We will provide you with information about these options if they become applicable.