CADD Complaints Handling Procedure

At CAD Digital, we are committed to providing CADD holders with adequate, accessible, affordable, fair, accountable, timely and efficient support. If you have a complaint or concern, please follow the compliant handling procedure below so that our team can work with you to resolve it as quickly and efficiently as possible.

Step 1: Talk to Our Representatives

Many complaints can be resolved at the first point of contact. If you have a complaint, please email the operations team at CAD Digital so that we can help resolve your complaint to your satisfaction. You can reach us at: caddoperations@tetradg.com

Step 2: Contact the Issuer

If the representative is not able to resolve your complaint within 14 calendar days following the date on which we first received your complaint, we will automatically escalate it to the Issuer. Also, if your complaint is not resolved to your satisfaction in Step 1, you can escalate it by emailing the following:

For Tetra Trust and CAD Digital

Email: operations@tetradg.com

Step 3: Notify the Dispute Resolution Office

If the Issuer is not able to resolve the complaint to your satisfaction, you can escalate it to Tetra Digital Group’s (“TDG”) Dispute Resolution Office (“DRO”). Working closely with both CADD holders and TDG’s relevant teams, the DRO independently conducts a full investigation of complaints, subject to certain limitations, and is committed to providing an impartial review to help CADD holders and TDG reach a fair, reasonable and transparent resolution. The DRO is headed by TDG’s Chief Compliance Officer.

Email: compliance@tetradg.com

You will receive an acknowledgement of your written complaint within 48 hours of it being received. If your complaint is within the DRO’s mandate and has been through the first two steps of this procedure, a full investigation will be undertaken. Most investigations are concluded within 2 – 4 weeks and you will be provided with a final resolution/recommendation in writing. Any recommendations made are non-binding and parties are free to accept or reject them and pursue other options for resolution.

Some matters fall outside of the DRO’s mandate and include, for example matters of policy such as, service fees and account closures; issues that are in litigation and transactions for which Tetra Trust records no longer exist (after six years).

The DRO is also the final step in the complaint handling process for CADD holders who have client accounts with Distribution Partners. For the complaint handling procedures of our Distribution Partners, please refer to their online resources directly.

Additional Resources – External Bodies

If you require further information or are still not satisfied after receiving our Dispute Resolution Office’s decision, the following external bodies may provide you with information and a further review of your complaint:

Office of the Superintendent of Financial Institutions

Alberta Treasury Board and Finance

Email: FIPolicy@gov.ab.ca