HydroSolution’s policy on handling dissatisfactions and complaints

This policy describes how a dissatisfaction or complaint regarding HydroSolution’s services is processed to ensure that it is handled properly, consistently, and diligently. It is intended for anyone who is not satisfied with the services offered or provided by HydroSolution.

GOAL OF THE POLICY

This policy aims to implement a fair and transparent process for handling complaints in order to respond to them within a reasonable timeframe. It is also intended to help us improve the quality of our services and to provide every individual with an opportunity to express their dissatisfaction. This document provides a framework for how complaints are received and describes the process in place at HydroSolution, with an eye to customer care and continuous improvement.

EXPRESSING A DISSATISFACTION AND FILE CREATION

Anyone who wants to express their dissatisfaction or submit a complaint can do so via the online form, by phone, by emailing [email protected], or by mail:

Mailing address of the HydroSolution head office
7100 Jean-Talon East #110, Anjou (Québec) H1M 353

Telephone
1 877 353 0077

The communication must include the following:

• Name of the complainant
• Their address
• Their phone number
• Their email address
• The situation in details
• If applicable, photos of the alleged damage.

Complaints will be handled in a confidential manner. An anonymous complaint will be deemed to not have been received. Employees who receive verbal complaints must promptly notify the complainant of this policy and process its complaint file.

CREATING THE COMPLAINT FILE

In order to ensure the procedure remains fair and transparent, each complaint will lead to the creation of a complaint file. The file will include the following:

• Description of the alleged situation in writing;
• Documents or photos required to process the complaint;
• The complainant will receive confirmation of reception once the file is created;

PROCESSING OFFICIAL COMPLAINTS

The complaint will begin to be processed within 48 business hours of its reception. The complaint must be processed within a reasonable period of time, that is to say 10 business days following reception of all the information required to assess the complaint. In the exceptional event that a complaint cannot be processed within the allotted time, the complainant will be notified of the reasons for the refusal or delay and the steps taken to date to process their file. Once the file is assessed and analyzed, the person in charge of handling complaints will issue a final, written response with the reasons for the decision.

EXCEPTION

Urgent situations sometimes occur, and the response times listed in this policy do not apply if a complaint in greater scope or complexity is submitted. Moreover, the steps outlined in this policy must be applied with any adjustments required.

For instance, this policy might not apply to a complaint stemming from alleged damage caused by a breakage because delays caused by the insurance provider and other parties are often out of our control.

ENTRY INTO EFFECT

This policy entered into effect on January 1st, 2024.