SPACE RESERVED FOR EMPLOYEES

Name of member: Transit : Folio : Received by: Date : Time: Processed by: Date : Time:

Indicate nature of information

Complaint Comment Suggestion Other:

Follow-up required Yes No When:

WHAT HAVE WE DONE TO OBTAIN MEMBER SATISFACTION? and foryou! moving forward withyou… to yourneeds,weare while remainingattentive our waysofdoingthings As weimproved 20011102 accordance withrecognized environmental standards. favours theuseofpaperthatismanufacturedinCanada Committed tosustainabledevelopment,DesjardinsGroup help ustoimprovethequalityofourservices. your expectations.Telluswhatyouthinkand committed toprovidingqualityservicesthatmeet is ownedbyitsmembers.Everyemployee A caisseisafinancialservicescooperativethat first andforemost. A , Your caisseis Cooperating inbuilding thefuture Cooperating

Your satisfaction is

CONTACT THE BOARD OF DIRECTORS OF THE CAISSE Each employee is committed to your satisfaction, and giving you the quality service you demand. Each time you have a comment If the problem persists after speaking with caisse employees, you or suggestion, or you are not satisfied with a service, letting us can write a confidential letter to the President of the caisse Board know about it helps us better understand your real needs and of Directors. Send it to the caisse address. To ensure a quick respond quickly and effectively to them. response, include: • your address and account number (folio) • the circumstances that led to the dispute SPEAK WITH A CAISSE OR DESJARDINS • your expectations BUSINESS CENTRE EMPLOYEE Enclose any documents that would help clarify the situation. If you are a member of a caisse or Desjardins Business Centre and dissatisfied with a service, or if you feel you were treated unfairly, please inform an employee immediately. He or she will CONTACT THE MEMBER SERVICES address the situation promptly and do everything necessary to COMMITTEE resolve it. If you are still dissatisfied, contact the Member Services Committee If you have done this and remain dissatisfied, speak with at the following address: a management employee at your caisse or Desjardins Member Services Committee Business Centre. Democratic Life Executive Division If you remain dissatisfied, contact the general manager of Case postale 3600, Lévis, Québec G6V 7N5 the caisse, who will review the situation with you. 418-835-8444, ext. 2418 or 1-888-556-7212 (toll-free) Fax: 418-835-2551

Internet: www.desjardins.com/memberrelations Folio: Transit: First name: Postal code: Work: E-mail:

CONTACT THE OFFICE OF THE OMBUDSMAN OF DESJARDINS GROUP As a last resort, if the matter hasn’t been settled, you may refer your complaint to the office of the Ombudsman of Desjardins Group. Desjardins Group Ombudsman Case postale 7, succ. Desjardins Montréal, Québec H5B 1B2 514-281-7793 or 1-866-866-7000, ext. 7793 (toll-free)

Fax: 514-281-7855 for you?

The Ombudsman: • Provides an independent avenue of appeal for unresolved problems after the other steps of the complaints procedure have not resolved the problem (steps previously listed in this brochure) • Objectively listens to both parties and examines any related documents. • Makes recommendations to improve Desjardins Group products and services. Notice for residents: If you are dissatisfied with the way your complaint was handled or with the decision of the Ombudsman, you may make a written request to transfer your file to: Autorité des marchés financiers Case postale 246, tour de la Bourse Montréal, Québec H4Z 1G3

514-395-0337 or 1-877-525-0337 (toll-free) Cut, fold, and leave at the caisse reception desk or send by ma il to recipient of you choice. Please fill out the form below to help speed follow-up yo ur request. Date: Name of the caisse or Business Centre: Last name: Address: City: Home phone: Cell: Name of the person at caisse or Business Centre with whom you already disc