Customer Service Standards

Institute of Financial Planning Customer Service Standards

At the Institute, we are committed to providing quality customer service and responding promptly to your requests. Here are the types of requests we frequently receive and the response times we strive to meet:

  • Training cancellation request

    48 hours in 90% of cases

  • Request to cancel or postpone an exam

    48 hours in 90% of cases

  • Question about course content sent to an e-mail address mentioned in the course outlines

    24 hours in 90% of cases

  • General information or any other questions

    48 hours in 90% of cases

  • Inquiries about scheduling exams (Problems with online scheduling)

    24 hours in 95% of cases

  • Asynchronous courses (problem with training modules)

    12 hours in 90% of cases

  • Virtual class (connection problem, link not working)

    15 minutes from course start time in 95% of cases

  • Information on how to become a financial planner

    By appointment via the website by September 2025

  • Online admission requests

    Response between 21 and 42 days in 95% of cases

  • Application for recognition of professional development activities for training providers

    Within 30 day in 95% of cases

  • Requests for recognition of professional development activities for individuals

    Within 30 day in 95% of cases

  • Transmission to the Chambre de la sécurité financière of attendance figures for completed courses

    45 day in 95% of cases

  • PDUs added to participants' files from lists sent by suppliers

    14 day in 95% of cases

  • PDUs added to participants' files for Institute courses

    14 days of course completion in 95% of cases

We are committed to providing you with fast and efficient service for all your requests. We thank you for your confidence.