Complaints

If you are dissatisfied with the services provided by La Financière agricole du Québec (FADQ) or the products offered, including the parameters of the programs and their administration, you can file a complaint.

• File your complaint with your service centre or the financial data processing team.
  • Secure online form
    FILL IN THE COMPLAINT FORM
  • Contact your service centre or the financial data processing team by telephone, fax, or regular mail.
• File your complaint with the FADQ complaint management officer
  • Online form to contact the complaint management officer
  • By mail:
    1400, boulevard Guillaume-Couture
    Lévis (Québec) G6W 8K7
  • By fax: 418 834-2238

For a written complaint, you will receive an acknowledgement of receipt within 5 working days and a response within a maximum of 20 working days.

For a verbal complaint, you will receive a verbal response within 20 working days.

If your complaint cannot be processed within the established time frame, you will be informed of

• the reasons for the delay.
• the steps taken in handling the complaint.
• the reasonable period of time within which the decision will be communicated to you.

All complaints will be treated confidentially.

See the Complaints Management Policy (PDF in French) for details of how complaints are received and handled.

The conditions, approach, and handling of complaints will differ in these two situations:

• if the complaint concerns an ongoing public tender, business qualification process, or asset certification process.
• if it concerns a process for awarding a direct agreement contract covered by the Act respecting the Autorité des marchés publics for which an operation wishes to express its interest in carrying out the contract.

See the Procedure for receiving and examining complaints under section 21.0.3 of the Act respecting contracting by public bodies (PDF in French) for details.

You may file a complaint concerning the protection of your personal information with the person responsible for access to information and the protection of personal information by filling in the form provided online.

File a complaint – protection of personal information