Canada: Les autorités en valeurs mobilières font part de leurs préoccupations concernant les systèmes de traitement des plaintes

Les Autorités canadiennes en valeurs mobilières (« ACVM »), l'Organisme canadien de réglementation du commerce des valeurs mobilières (« OCRCVM ») et l'Association canadienne des courtiers de fonds mutuels (« ACFM ») ont récemment publié conjointement l'Avis 31-351 du personnel des ACVM, Avis 17-0229 de l'OCRCVM et Bulletin #0736-M de l'ACFM, Conformité aux obligations relatives à l'Ombudsman des services bancaires et d'investissement (OSBI) afin de fournir des indications sur les systèmes de traitement des plaintes de certaines sociétés inscrites. L'avis du personnel fait état des préoccupations soulevées par les autorités.

  • Le personnel des ACVM prendra note des cas de refus ou d'offres récurrentes de règlement pour des montants inférieurs à ceux recommandés par l'OSBI qui concernent des sociétés inscrites et, selon lui, cette information peut constituer la preuve que les pratiques de traitement des plaintes de la société posent problème. Pareil comportement pourrait également indiquer qu'une société ne participe pas de bonne foi aux services de l'OSBI ni ne se conforme à la norme de diligence applicable.
  • Voici des exemples parmi d'autres de manquements potentiels liés aux pratiques de traitement des plaintes :
    • Faire de fausses déclarations au sujet des services de l'OSBI dans les communications avec un client.
    • Faire pression sur un client pour qu'il n'utilise pas les services de l'OSBI ou pour lui faire accepter une offre.
    • Ne pas collaborer pleinement à l'enquête de l'OSBI.
  • Si le personnel conclut qu'une société a contrevenu aux lois sur les valeurs mobilières, il peut se prévaloir de certaines mesures réglementaires, dont les suivantes :
    • Afin d'atténuer les risques liés au problème cerné, subordonner l'inscription de la société ou des personnes physiques à des conditions et recommander ces conditions.
    • Procéder à une enquête sur les infractions à la loi.
  • Même si les sociétés inscrites peuvent recourir à un ombudsman interne, les services de l'OSBI doivent quand même être offerts. Les sociétés ne doivent pas laisser croire aux clients qu'ils doivent recourir aux services de l'ombudsman interne avant d'utiliser les services de l'OSBI, ce qui serait incompatible avec le Règlement 31-103sur les obligations et dispenses d'inscription et les obligations continues des personnes inscrites (le « Règlement 31-103 ») et les règles des OAR. Les sociétés inscrites qui ont recours aux services d'un ombudsman interne doivent indiquer clairement (avec au moins la même importance qu'elles donnent à l'information sur l'ombudsman interne), entre autres ce qui suit :
    • L'ombudsman interne n'est pas indépendant et est employé par la société.
    • Le client peut déposer une plainte auprès de l'OSBI sans passer par l'ombudsman interne si la société ne lui a pas transmis un avis écrit de sa décision dans les 90 jours suivant le dépôt de sa plainte auprès d'elle.
    • Le client insatisfait de la décision de la société dispose de 180 jours à compter de la date de la décision en cause pour déposer une plainte auprès de l'OSBI.
    • Les services de l'OSBI sont gratuits.

Contexte

Conformément aux exigences du Règlement 31-103, les sociétés inscrites doivent mettre des services de règlement des différends ou des services de médiation à la disposition de leurs clients qui ont des plaintes à formuler. Les sociétés hors Québec doivent veiller à ce que les services de l'OSBI soient disponibles. L'AMF possède son propre service de règlement des différends. L'OCRCVM et l'ACFM prévoient des obligations comparables. Le personnel des ACVM a fourni des indications aux courtiers et conseillers inscrits pour les aider à régler leurs différends dans l'Avis 31-338 du personnel des ACVM, Indications à l'intention des courtiers et conseillers inscrits qui ne sont pas membres d'un organisme d'autoréglementation sur l'information à fournir aux clients au sujet des services de règlement des différends (1ermai 2014) dont il a été question ici.

The content of this article is intended to provide a general guide to the subject matter. Specialist advice should be sought about your specific circumstances.

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