At the end of the session, participants will be able to: Distinguish between MFA complaints and routine complaints; Understand the complaint handling process set out in the FSPDA; Apply the complaint handling process in their professional activities.

This training session is designed for agents, brokers and managers.

Using sections of the FSPDA and the AMF Governance Guide, the trainer will describe the difference between a complaint under the AMF and a complaint under current operations. You will be given a detailed description of the complaint handling process set out in the Act. Using examples and group discussions, you will learn how to apply this process to your regular business activities.