Complaint Processing and Dispute Resolution Policy

Filing a Complaint With Us

You can file a complaint by whichever means is most convenient for you including by contacting us at the details listed below, or by completing the complaint form available on the Autorité des marchés financiers (AMF) website. We can help you file your complaint.

CBRE Investment Management Infrastructure Inc.
120 Bremner Blvd., Suite 1100 | Toronto, Ontario, M5J 0A8

Chief Compliance Officer
Phone: +1 647-660-3405
Email: [email protected]

Steps in the Complaint Process

  1. We acknowledge receipt of your complaint

    Within 10 days of receiving your complaint, we will send you a written acknowledgement.

  2. We analyze the complaint

    We make sure to understand your complaint and what you expect from us. If necessary, we may contact you to request additional information.

  3. We provide a written response

    We provide you with a final written response within 60 days. In our response, we explain how we analyzed your complaint and what led to our response and, if possible, the proposed resolution to your complaint.

    If your complaint is particularly complicated or if we need additional time to analyze your complaint, we may require an extension to provide our final response which will not exceed 30 days. We will notify you of the circumstances warranting an extension in writing.

  4. Assessment of the offer and resolution of the complaint

    Take time to review our response or assess our offer to resolve your complaint. If we present an offer, we will give you time to assess and respond to it. The amount of time we give you should provide you with sufficient opportunity to seek the advice you need to make an informed decision. You can decide whether to accept or refuse the offer, or you can present a counteroffer.

    Once we reach an agreement with you to resolve your complaint, we must give effect to the offer within 30 days unless we agree upon a different time period that is in your interest.

  5. (For Quebec residents) Examination of the complaint record by AMF

    For each complaint, we create a record in which we keep all the information or documents required for the processing of your complaint.

    You can contact us to request to have your complaint record examined by the AMF at any time if you are not satisfied with the response we provided or how your complaint was processed.

  6. Residents of other Canadian jurisdictions

    If you are a resident in a Canadian jurisdiction outside of Quebec, you may be eligible for the independent dispute resolution service offered by the Ombudsman for Banking Services and Investments (OBSI).

Simplified Process for Certain Complaints

We may follow a simplified process for certain complaints. This process is for complaints that we can resolve to the client’s satisfaction within 20 days. We consider a complaint to be resolved to your satisfaction when you accept our proposed resolution to your complaint or when the explanations we provide to you are sufficient to resolve your complaint.

Under the simplified process, complaints may be referred to a member of our client service team and handled verbally (e.g., in a phone call).

If we cannot propose a satisfactory resolution or provide explanations sufficient to resolve your complaint under this process, we will notify you in writing. Your complaint will continue to be processed, but in accordance with the steps in the complaint process described earlier.

The time that we take when trying to resolve your complaint under the simplified process does not have any effect on our obligation to provide you with our written final response within the required time period.