Complaint Handling Process

At AST we are committed to client service excellence and would like to know if we have not met your expectations. To help us resolve your concerns, please follow our complaints handling procedure.

If you have a concern or complaint:
If you are an issuer client and have a concern we encourage you to contact your relationship manager directly. If you are an investor, and you have a concern or complaint, please contact us at 1.800.387.0825 or in writing as follows:

AST Trust Company (Canada)
P.O. Box 700
Station B
Montreal, QC H3B 3K3
CANADA

If you are an investor in Sun Life Financial Inc., Manulife Financial Inc., Encana Corporation, Standard Life, or WestJet Airlines Ltd., please refer to the Contact Us section of the AST website for specific phone numbers and email addresses.

If you are not satisfied with the initial written response from AST about your concern or complaint, please contact us in writing as follows:

AST Trust Company (Canada) 
Attn: Chief Compliance Officer 
1 Toronto St Suite 1200
Toronto, ON M5C 2V6
CANADA

If your complaint is concerning a privacy issue, please contact us in writing as follows:

AST Trust Company (Canada)
Attn: Chief Privacy Officer
P.O. Box 4202
Toronto, ON M5W 0E4
CANADA

If you are not satisfied with the response that you have received from either the chief compliance officer or the chief privacy officer, you can contact AST’s ombudsman
office as follows:

American Stock Transfer & Trust Company, LLC
Chief Legal Officer
6201 15th Avenue
Brooklyn, NY 11219 USA

FINANCIAL CONSUMER AGENCY OF CANADA ("FCAC"):
As a Federally-Regulated Financial Institution (“FRFI”), AST falls under the mandate of the FCAC concerning consumer complaints. The FCAC is responsible for ensuring that FRFI’s comply with federal consumer protection regulations, laws, and requirements, such as providing consumers with information about complaint handling procedures.

You can contact the FCAC directly at any time during the complaint process as follows:

Financial Consumer Agency of Canada
Enterprise Building
427 Laurier Avenue
6th Floor
Ottawa, ON K1R 1B9
CANADA
For more information please refer to the FCAC website:

ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT (“AODA”): Customer Service Standard Customers who wish to provide feedback on how AST provides goods and services to people with disabilities can contact us as follows:

AST Trust Company (Canada)
Attn: Chief Compliance Officer
P.O. Box 4202
Toronto, ON M5W 0E4
CANADA

You can also contact us at 1-800-387-0825 or contact us by email at aoda@astfinancial.com.