Complaint Examination and Dispute Resolution Policy for Canadian Customers

At Aviva Investors Canada Inc. (“Aviva Investors”), our complaint handling policy aims to ensure that customer complaints are addressed promptly and fairly. Please raise any issues as soon as they come up; Our objective is to inspire your trust and confidence and would like the opportunity to address your dissatisfaction in a timely manner. Should your complaint need to be escalated, a complaint file will be opened. We keep a record which enables management to govern the complaints we receive.

A complaint expresses a reproach or dissatisfaction with our services or a product we offer and an expectation on your part that we will take steps to remedy the situation.

You can file a complaint by contacting us using the method most convenient for you. We are happy to help you if help is required to formulate your complaint.

How to reach us:

• Phone : 416-643-2709

• E-mail : aicomplianceteam@avivainvestors.com

• Address: Attn: Chief Complaint Officer, Aviva Investors Canada Inc., 100 King Street West, Suite 4900, Toronto, Ontario M5X 2A2

(Quebec only)

We handle complaints where a satisfactory solution can be reached within 20 days via a simplified process. We consider a complaint to be resolved to your satisfaction if you accept the proposed solution and/or the explanation(s) we provide.

As part of this process, these complaints will be handled within the business area where the issue originated. If we are unable to propose a solution or provide explanations to resolve your complaint within 20 days, or if the nature or complexity of your complaint does not lend itself to this process, we will inform you in writing. Your complaint will continue to be processed in accordance with the complaint handling steps detailed below.

1. We will confirm receipt of your complaint

We will send you a written acknowledgement within 10 days of receiving your complaint.

2. We will examine the complaint

The Chief Complaint Officer will make sure that we understand your complaint and your expectations of Aviva Investors. If necessary, we will contact you to request additional information as part of our examination.

3. We provide a final position letter

We will provide you with a Final Position Letter within 60 days, including any time spent attempting to resolve your complaint through the simplified process (if applicable). In this response, we will explain our review of your complaint, the reasons for our response, and, where possible, the solution we propose to resolve your complaint.

RESOLUTION OFFERS

If you’re presented with an offer to resolve your complaint, we will provide you with reasonable amount of time for you to evaluate the offer we are making and allow you to obtain the advice you need to make an informed decision, then respond accordingly.

If/Once you choose to accept the offer, we have 30 days to make good on it, unless we agree on a different timeframe when it is in your best interest.

TIMELINE EXTENSIONS

It may happen the examination of your complaint is extended up to another 30 days, for a total of 90 days. This may happen in exceptional circumstances, or if your complaint is lengthier or more complex than anticipated and we need additional time for our investigation. If this is the case, we will notify you in writing, specifying the reasons for the additional delay.

Please contact us if you have any questions or comments about our response.

4. Examination of the complaint file by the Authority des marchés financier (AMF)

We create a file for each complaint. In this file, we keep all the information or documents needed to process your complaint. You may take additional steps external to Aviva Investors, without beginning a court action, both of which are free-of charge.

Autorités des marchés financiers (AMF) – NOTICE

You may contact us to request that the AMF review your complaint file at any time if you are dissatisfied with the way we have handled your complaint or with the response we have provided. We are obliged to forward your complaint file to the AMF within 15 days of your request.

Once your file is transferred, the AMF will examine it and recommend dispute resolution services, if deemed appropriate.

The AMF can be contacted by visiting the AMF website, completing this form, or calling 1-877-525-0337.

We’ll do our best to understand your concerns and assist you. Please note that conduct such as harassment, threats, abusive language, and rude or discriminatory remarks are unhelpful in serving you.