1. Objective
This policy establishes a fair, free, and transparent procedure for receiving and handling complaints from clients or individuals affected by a product or service offered by RE/MAX 3000. It complies with the requirements of the Autorité des marchés financiers (AMF).

2. Definition of a Complaint
A complaint is any expression of dissatisfaction that includes one or more of the following elements:

• A reproach against a representative, broker, or the firm itself;
• A request for a corrective measure or compensation;
• The identification of an actual or potential harm.

Informal requests that are resolved quickly are not considered complaints unless a formal handling process is requested.

3. Submitting a Complaint
Complaints must be submitted in writing to:

Arlene Der Ghougassian
Compliance Officer
9280 Boulevard de l’Acadie, Montreal (QC) H4N 3C5
Phone: 514-333-3000
Email: legal@remax3000.com

4. Acknowledgment of Receipt and File Opening
Within five (5) business days of receiving the complaint:

• A written acknowledgment of receipt is issued;
• A summary of the issue and the desired outcome is prepared;
• The person responsible for handling the complaint is identified;
• The complainant is informed of their right to transfer the file to the AMF;
• A notice is provided indicating that filing a complaint does not suspend civil remedies.

5. Complaint Processing
The Compliance Officer will:

• Analyze the complaint impartially;
• Gather all relevant documents and information;
• Meet with the parties involved, if necessary;
• Issue a written and reasoned decision.

6. Complaint Register
A register shall include:

• The complainant’s name;
• The date and summary of the complaint;
• Actions taken and the decision rendered;
• The date the file was closed.

7. Annual Report to the AMF
Between March 1 and May 1 of each year, a report is submitted via the AMF’s SEL portal. A declaration is required even if no complaints have been received, unless the firm has only one broker.

8. Policy Review
This policy is reviewed annually. Any modifications are documented by the Compliance Officer.

9. External Recourse
If dissatisfied with the response, the complainant may contact the AMF:

Autorité des marchés financiers (AMF)
Place de la Cité, Cominar Tower
2640 Laurier Blvd, Suite 400
Quebec City (Quebec) G1V 5C1
Tel: 1-877-525-0337
www.lautorite.qc.ca