COMPLAINT HANDLING POLICY

INTRODUCTION

EconoCoop has decided to implement a standardized complaint management process through the procedures defined in this policy. In doing so, it establishes a structure that allows for better adherence to the principles of fair management.

The purpose of this policy is therefore to standardize and simplify the application of complaint management within the cooperative.

DEFINITIONS

A complaint is defined as an expression of dissatisfaction from a member, supplier, partner, or anyone else regarding EconoCoop, in relation to an activity or personnel of the cooperative.

A complaint can be informal or formal. In the first case, it may be submitted verbally or in writing. In the second case, it must be submitted in writing and addressed to the Complaint Handling Officer, as defined below.

All complaints must be handled confidentially and objectively.

COMPLAINT HANDLING OFFICER

Informal complaints may be handled by customer service or any cooperative employee with whom the complainant is communicating.

Formal complaints must be handled by the Complaint Handling Officer. This individual is responsible for acknowledging receipt of the complaint, conducting an investigation, attempting to resolve the complaint, setting up the committee (if applicable) to handle the complaint, participating in it, and reporting the results of the process to the complainant.

The Director of Member Services and Partnerships will serve as the Complaint Handling Officer unless the complaint is directed at them, in which case the Executive Director will act as the Complaint Handling Officer.

INFORMAL COMPLAINT

If a complainant has a grievance with the cooperative or believes they have suffered a harm, they are encouraged to contact EconoCoop’s customer service to explain the issue and express their expectations.

The customer service employee or cooperative management team may then take any reasonable action deemed appropriate to resolve the issue.

If the matter is resolved to the satisfaction of the complainant, the informal complaint is considered closed, and no further follow-up or report is required. Otherwise, the employee must inform the complainant that a formal complaint must now be filed with EconoCoop.

FORMAL COMPLAINT

SUBMISSION OF THE COMPLAINT

A formal complaint must be submitted in writing and addressed to the Complaint Handling Officer. It must be submitted using the "Complaint Submission Form" and must include the following information:

• The complainant's full name;

• The complainant's mailing address and email address;

• The subject of the complaint and a description of the issue;

• The expected outcome;

• The date;

• The complainant's signature.

RECEIPT OF THE COMPLAINT

Once the complaint is received, the Complaint Handling Officer must acknowledge receipt via email within a maximum of ten (10) business days.

INVESTIGATION AND MEDIATION

The officer must then conduct an investigation and attempt to resolve the complaint through mediation. The officer may interview witnesses to assess the validity of the complaint and better understand the situation.

COMMITTEE

If resolution proves impossible, a committee will be formed consisting of two members of the Board of Directors and the Complaint Handling Officer to evaluate possible solutions. If the complaint concerns the Complaint Handling Officer, a committee of three Board members will evaluate the complaint.

The committee will assess the legitimacy of the complaint and determine the appropriate measures to take, if any.

TIMELINE AND RESOLUTION

A follow-up must be conducted within thirty (30) business days. At the end of the process, the Complaint Handling Officer will send a written report by email to inform the complainant of the committee’s decision.

REPORTING

After each formal complaint process, the committee will inform the Board of Directors of the nature of the complaint and the outcome.

RETENTION

All complaint records are kept under lock and key for the duration of the procedure. Electronic versions of the documents are archived indefinitely by EconoCoop, and only authorized personnel may access them.

Last updated: November 2025

Text literally translated from French via ChatGPT – official document forthcoming