Dissatisfaction management process

We're committed to offering you quality service that meets your expectations. Your comments, suggestions or complaints help us better understand your needs and improve the quality of our services for plan members and beneficiaries.

Step 1 – Talk to an advisor

Are you dissatisfied with information or services you have received? Contact DGPP Member Services.

Our experience shows that our Member Services team is generally able to address comments or dissatisfaction in a way that meets our plan members' needs.

Step 2 – Request a review

If you're not satisfied with the answers you received in the previous step, you can ask for a review by the DGPP Member Services management.

Write out your request and be sure to include any information and supporting documents, if needed. Send it to us via secure messaging, care of DGPP Member Services management. You'll receive confirmation that your request is under review.

We'll review your situation carefully. We're committed to processing your request as fairly and efficiently as possible.

Step 3 – File a formal complaint

If you disagree with the outcome of our review, you can file a formal complaint with the Desjardins Group Retirement Committee (DGRC).

Be sure to include your contact information, a detailed explanation of the reason for your complaint, supporting documents required to clarify the situation as well as the corrective measure you'd like to see. Address your complaint to the DGRC's Assistant Secretary, and send it via secure messaging or by mail in an envelope marked "Confidential" to:

Desjardins Group Retirement Committee
C/O Assistant Secretary
995 Boulevard Alphonse-Desjardins
Suite 201
Lévis QC G6V 0M5

You'll receive confirmation a few days after we receive your complaint. Any decision made regarding your complaint will be sent to you in writing.

We take complaints very seriously and examine each one diligently to address the situation as quickly as possible.

Step 4 – Contact other resources

You can also contact Retraite Québec if you'd like additional information or if you're dissatisfied with how your complaint was handled.

Retraite Québec is responsible for monitoring the province's supplemental pension plans. It examines complaints not resolved by supplemental pension plans and makes the necessary decisions to ensure compliance with legislation on pension plans.

Desjardins Group Pension Plan

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Dissatisfaction management process

Step 1 – Talk to an advisor

Step 2 – Request a review

Step 3 – File a formal complaint

Step 4 – Contact other resources

Dissatisfaction management process

Step 1 – Talk to​ an advisor​

Step 2 – Request a review​

Step 3 – File a for​m​al com​plaint​

Step 4 – Contact other resources​​

Step 1 – Talk to an advisor

Step 2 – Request a review

Step 3 – File a formal complaint

Step 4 – Contact other resources