Ninepoint Partners LP (“Ninepoint”) wants its clients to have the best experience possible when they do business with us. If you have a concern or complaint, we encourage you to let us know and give us the opportunity to resolve it.
This Complaint Examination and Dispute Resolution Document (the “Document”) has been established to outline the steps we will take when in receipt of a complaint from a client. The Document is publicly posted on our website.
For the purpose of this Document, a "Complaint" is the expression of dissatisfaction:
For residents of Québec, a complaint may also include:
The following communications are not considered Complaints:
Step 1: Start at the source
When a concern arises, it is generally easier to check the facts and circumstances and come to a resolution at the point where the problem originated. We suggest you collect all the relevant information before making initial contact:
Step 2: Contact Ninepoint
We encourage you to first address your concern with your immediate Ninepoint point of contact, such as a Sales Representative. If you do not have a Ninepoint point of contact, you may reach us by using the methods below.
Mail: Attention:
Chief Compliance Officer, Ninepoint Partners LP
Royal Bank Plaza, South Tower
200 Bay Street Suite 2700, PO Box 27
Toronto, Ontario M5J 2J1
Telephone: 888 299 9906/ 416 943 6707
E-mail: compliance@ninepoint.com
You may want to consider using a method other than e-mail for sensitive information. When contacting us, please include a telephone number and/or e-mail address where you can be reached.
For each Complaint received, we will create a file (the "Complaint File") where we will keep all information and/or documentation received and required for the processing of your Complaint. We will make sure that the Complaint File remains current by adding relevant documents and information to it as the Complaint is being processed.
Upon receipt of a Complaint, a written acknowledgement will be sent to you within 10 calendar days of receiving your Complaint. The acknowledgment will include a summary of our complaint handling procedures and information about your rights to escalate the matter to the Ombudsman for Banking Services and Investments (OBSI). For residents of Québec, the written acknowledgement includes information about your rights to escalate the matter to the Autorité des marchés financiers (AMF) and your right to request that your complaint record be examined by the AMF.
Complaints will be investigated, and we will make sure we understand your Complaint and what you expect from us. If necessary, we may contact you to request additional information. Make sure to keep copies of all relevant documents, such as letters, emails and notes of conversations with us.
Step 3: Final written response
We will provide you with a final written response within 60 days from the date we received your Complaint. In our response, we will explain our review of your Complaint and what led to our response and, if possible, our proposed solution to your Complaint.
If we determine that a Complaint relates to an exceptional circumstance and/or there are circumstances beyond our control that will delay the processing of the Complaint, an extension of the timeframe by which Ninepoint is required to respond may be required.
Extensions, however, may not exceed 30 days. We notify you in writing, indicating circumstances warranting the extension.
Our decision will include the following details:
If an offer is made to resolve the complaint, you will be given sufficient time to assess the offer. If you accept the offer, we will settle it within 30 days of your acceptance.
Step 4: Escalating the complaint
If your complaint is not resolved to your satisfaction, or, you have not received a written decision within 60 days, or, 90 days in exceptional circumstances, you may be eligible for the free, independent dispute resolution service offered by OBSI.
If you are a Québec resident, you may request that your complaint record be transferred to the AMF for examination. OBSI’s and AMF’s services are available to clients of our Firm. This does not restrict your ability to take a complaint to a dispute resolution service of your choosing at your own expense, or to bring an action in a court of law. Keep in mind there are time limits for taking legal action.
Note that you always have the right to go to a lawyer or seek other ways of resolving your dispute at any time. A lawyer can advise you of your options. There are time limits for taking legal action. Delays could limit your options and legal rights later.
Step 5: Filing a complaint with OBSI or AMF
You have the right to use OBSI’s service if:
You have a right to the AMF’s mediation service if:
You can contact us to request to have your Complaint File examined by the AMF at any time if you are not satisfied with the response we provided or how your complaint was processed. We are required to send your Complaint File to the AMF no later than 15 days following receipt of your request. Following the transfer, the AMF will examine the Complaint File and, if deemed appropriate, may offer dispute resolution services.
Information OBSI and AMF need to help you OBSI and AMF can help you best if you promptly provide all relevant information, including:
OBSI works confidentially and in an informal manner. Once it receives a complaint, it will assess the file, gather information and review the facts of the case. Once OBSI has completed its investigation, it will provide its recommendations to you and us, along with reasons for its recommendations. OBSI is neither a court nor a regulator and its recommendations are not binding on you or us.
We may follow a simplified process for the handling of certain Complaints that we can resolve to client's satisfaction within 20 days. We consider a Complaint to be resolved to your satisfaction when you accept our proposed solution to your Complaint or when the explanation we provided to you are sufficient to resolve your Complaint. Under the simplified process, Complaints may be managed verbally (e.g., by way of a phone call).
If we cannot resolve your Complaint under this process, we will notify you in writing and will continue to process your Complaint in accordance with our Complaint examination process. The time we take to try and resolve your Complaint under the simplified process does not have any effect on our obligation to provide you with our final written response within the required period from the original date of receipt of your Complaint.
The procedures outlined in this Document are effective July 1, 2025