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Privacy & Complaint Policy

Our Commitment to Your Privacy

We are committed to providing our clients with excellent service and insurance solutions. Doing business with an insurance broker, whether for personal or commercial insurance, involves providing information about yourself, so protection of your personal information is one of our highest priorities.

Our insurance brokerage and the entire insurance industry have a solid track record of respecting your right to privacy and safeguarding your personal information. As a result of federal legislation, we've further strengthened our privacy commitment by informing you of why and how we collect, use, and disclose your personal information when providing you with insurance services. You can be assured that we'll only handle your personal information in a manner that a reasonable person would consider appropriate as we strive to provide you with the best possible insurance coverage solution.

Why do we collect personal information?

When you first become a client with Rhodes & Williams, or whenever you acquire or renew an insurance product from us, we need to collect some of your personal information. Common purposes for which we collect your personal information are to:

  • Enable us to acquire or renew insurance coverage or an insurance policy for you;
  • Assist you and assess your ongoing needs for insurance;
  • Assess your need for other products, such as financial products, and to offer them to you;
  • Ensure your information is accurate and up-to-date; and
  • Protect us both against error or fraud.

What personal information do we collect?

Personal information is information that identifies you as an individual client and relates specifically to you. Depending on the insurance solution we are providing, we may ask for the following personal information about you, including:

  • Basic information such as your name, address, telephone and fax numbers, e-mail address, birth date and marital status;
  • Insurance claims history;
  • Credit and past payment records;
  • Driver's record;
  • Details about your property such as the value of your home and its contents;
  • Medical information such as any condition that may affect the operation of a vehicle;
  • Employment information.

We may obtain this information from:

  • You;
  • Insurance companies;
  • Other insurance brokers or agents;
  • Credit organizations;
  • Motor vehicle and driver licensing authorities;
  • Financial institutions;
  • Medical professionals.

Who do we disclose your personal information to?

For many of the purposes identified above, we will need to share your personal information with others in order to serve your insurance needs. The other parties commonly include:

  • Insurance companies;
  • Other insurance brokers or agents;
  • Credit organizations;
  • Professionals working with us such as adjusters or lawyers;
  • Financial institutions. For example, the organization that carries your mortgage.

How do we protect your personal information?

In order to protect your personal information and right to privacy, we will:

  • Not collect, use or disclose your personal information for any purpose other than those that we identify to you;
  • Keep your personal information only for as long as we need it to fulfill the stated purpose or as required by law;
  • Maintain your personal information in as accurate, complete and up-to-date a form as possible;
  • Safeguard your personal information to the best of our ability;
  • Respond to any request you may make to access or correct the personal information we hold about you;
  • Obtain the appropriate consent from you for the collection, use or disclosure of your personal information.


We may obtain your express consent or we may determine that consent has been implied by the circumstances.

  • We might ask you for your express consent in writing, for example, in a signed consent or application form;
  • We may ask for your express consent in person or over the telephone;
  • We may determine that by seeking insurance through our organization, our consent has been implied for us to deal with your personal information in a reasonable manner;

There are also legal exceptions in which we will not need to obtain your consent or explain the purposes for the collection, use, or disclosure of your personal information. For example, this could apply where there is an emergency situation, or if it is necessary for your protection or ours.

You can control how we handle your personal information.

We want you to know that you do have choices in this matter. You could refuse to allow us to obtain, use or share your personal information or you could also withdraw a previously given consent at any time.

However by doing so, depending on the situation, you may be limiting or even preventing our ability to provide you with the insurance product or service you desire.

For example, if you do not allow us to obtain information about your driving record, it is unlikely that we will be able to provide you with auto insurance. Your insurance broker will be happy to discuss what the implications are for your insurance policies if you want to withhold certain information.

Our insurance brokers can also discuss any other particular situations with you, and how they relate to your insurance coverage, to help with your decision. Our goal is always to provide you with the best insurance coverage possible.

Complaint Handling Protocol

Complaint handling has always been an issue that insurance brokers have had to deal with.  For years Rhodes & Williams Limited has had a formal complaint handling protocol.  This protocol provides customers with a formal internal process through which they can lodge complaints and have them reviewed and resolved at the broker level.

Certain provinces have now formalized complaint handling protocols through their respective provincial legislation.  The Provinces of Ontario and Quebec have introduced new legislation concerning the handling of complaints.

Rhodes & Williams Limited has deciphered the new obligations and has fine tuned its complaint handling protocol so that it respects the demands of the new legislation.

Notwithstanding any protocol governing our actions, Rhodes & Williams Limited and its employees will, at all times when dealing with a person who has a complaint, act with respect, courtesy and always respond in a highly professional manner.

Further, it's important to know that if you have a complaint about your insurer or insurance professional, there are options.  Depending on the nature of your complaint and the processes in place where you live, the steps you take can vary.  Following is an overview of your options to help you make sure your concerns are addressed.


Your first contact should be the sales representative or insurance broker that sold you the policy. Insurance policies are legal contracts that specify the rights and responsibilities of both parties.  Misunderstandings about these rights and responsibilities can arise.  Often, a simple explanation is all that is required.

If the issue is still unresolved, contact: 

Cory Young, Chief Operating Officer / Complaint Officer
613-226-6630 ext. 264

If you are still not satisfied, contact the following organizations:

Insurance Company Complaints/ Concerns

The Ombudsman's Office of the insurance company should be the first contact and their contact information can be obtained from the insurance company in question.

General Insurance Ombudsman (GIO)
Contact: Peter Boos
10 Milner Business Court, Suite 701
Toronto, Ontario M1B 3C6
Telephone:        1-877-225-0446
Fax:                  1- 416-299-4261



Financial Services Commission of Ontario (FSCO)
5160 Yonge Street
P.O. Box 85
Toronto, Ontario, M2N 6L9

Telephone:      1- 416-250-7250
Toll free:         1-800-668-0128
Fax: (416) 590-7070
TTY: 1-800-387-0584
Email: contactcentre@fsco.gov.on.ca
Website: www.fsco.ca


Ontario Broker Complaints / Concerns


Registered Insurance Brokers of Ontario (RIBO)
Contact: Barbara Dalgleish-Reid, Consumer Complaints Officer
401 Bay St., P.O. Box 45, Suite 1200
Toronto, ON M5H 2Y4
Telephone:        (416) 365-1900 /  1-800-265-3097
Fax:                  (416) 365-7664


Quebec Broker and Insurance Company Complaints / Concerns

Chambre D'Assurance De Dommage
999 Maisonneuve Boul. Ouest, Suite 1200
Montréal, QC  H3A 3L4
Telephone:        1- 800-361-7288
Email:  info@chad.qc.ca
Website: www.chad.ca