FAQ

All your questions, in plain language.

26 questions organized by step — before first contact, during qualification, after mandate. Plus legal and our business model.

1. Before first contact

Before first contact

Everything you want to know before clicking "Start".

• What exactly is Courteo?

  A Quebec-based technology platform that qualifies your file in 2 minutes, connects you with an AMF-licensed mortgage broker from our network, and follows your file until signing. Courteo is NOT a brokerage — matchmaking and qualification are not mortgage brokerage activities (LDPSF / AMF).

• Is it free for me?

  Yes. 100% free at every step. Courteo is compensated by the brokerage firms in its network for the connection and file qualification — with no impact on the loan terms that may be offered to you. The broker themselves is then paid by the chosen lender (standard market commission). You never pay Courteo or the broker directly.

• How long does the start form take?

  2 minutes maximum. 3 essential questions: project type (renewal, purchase, refi...), approximate amount, how to reach you. No SIN, no exact credit score, no precise income at this stage.

• Why not go directly to my bank?

  You can. But your bank will only present THEIR products, and their advisor is paid to sell them. An AMF mortgage broker shops for you across 20+ lenders (banks, credit unions, alternative B lenders, private lenders depending on your file) and negotiates terms. Particularly worthwhile if your file is non-standard (self-employed, complex refi, atypical file).

• How long until you call me back?

  Within the business day (Mon-Fri 9am-8pm Toronto) for 95% of cases. If you start on a Saturday evening, expect a call Monday morning. For urgent files (bridge financing, private lender), we accelerate. If the deadline passes without news, write to contact@courteo.ca with your reference number.

• I lost the resume link sent by email — what do I do?

  Go to /aide/lien-perdu, enter your email or phone, and we send you a new link valid for 7 days. The original link is valid for 7 days from the last send.

2. During qualification

During qualification

The call with the Courteo Prêts coordinator.

• Who exactly is the coordinator?

  An employee of our call center (Courteo Inc. subcontractor). They qualify your factual situation (income, down payment, constraints) to identify the right AMF broker in the network. They DO NOT GIVE YOU mortgage advice — it's prohibited (R10/AMF) and not their role. For advice, the referred broker will speak with you.

• How long does the call last?

  Typically 10 to 20 minutes. More if your file is complex (self-employed, multi-property, atypical). We let you know if a second exchange is needed to clarify a point.

• How does Courteo pick the broker shown to me?

  The algorithm matches your file to the most relevant network broker based on your mortgage situation (renewal / purchase / refinance / self-employed / newcomer / atypical file...), your region, and the broker's availability. No "best broker" displayed — just the one who fits your file profile.

• What if it doesn't click with the referred broker?

  Tell us at any time, either during follow-up or via our complaint form. We can re-match you with another network broker if the feeling isn't there, or revoke the mandate if you want to stop everything (no fees, no questions).

• Is the call recorded?

  Yes, for quality (coordinator training) and compliance (legal proof of consent to matchmaking). You are notified at the start of the call by a bilingual automatic announcement. Recording is encrypted and stored in Quebec, kept 24 months max, then purged.

• What if I don't answer the first call?

  The coordinator leaves you a voicemail + SMS with a link to resume your process online (your file is saved). We call back 1 more time within 48h. Beyond that, we don't insist — it's up to you to come back when convenient.

3. After the connection mandate

After the connection mandate

Once the AMF broker is identified and the mandate signed.

• What is the mandate exactly?

  A short document (5 sections, readable in 5 min) authorizing the referred broker to analyze your file. See an anonymized example at /exemple-mandat. You sign in 1 click after reading everything, and you can revoke at any time without charge.

• How long until the broker contacts me?

  Varies by your situation and broker availability. Typically 24-72h business hours after your mandate signature. For urgent files (bridge financing, imminent maturity), we accelerate matching.

• What documents will the broker request?

  Depends on your situation: proof of income (tax slips for employees, tax returns for self-employed), CRA notice of assessment, last 3 months bank statements, proof of down payment, permanent residence permit if applicable. You can upload them in advance via your /me space — speeds everything up.

• What if the broker doesn't find a product for me?

  It happens (rarely, but it happens). The broker will explain why (score too low, TDS exceeded, file too fresh after bankruptcy, etc.) and propose an exit plan: improve your file over 6-12 months and retry, or explore a short-term private lender. You remain 100% free to refuse.

• How do I follow what's happening on my file?

  Via your /me space (magic link by email, no password). You see your file status, timeline events, uploaded documents, and active mandates. Automatic SMS at key milestones.

4. Legal & compliance

Legal & compliance

Quebec Law 25, AMF, LDPSF, CASL — without the fluff.

• Why is Courteo not a brokerage?

  Because Courteo's activities (interest-manifestation collection + qualification + matchmaking) don't fall under the definition of mortgage intermediation (LDPSF article 6 + public AMF position). To be a Quebec mortgage broker, an AMF license is required — required for analyzing a file, presenting a product, negotiating, signing a brokerage mandate. That's what our AMF partner brokers do, not Courteo.

• Are you authorized by the AMF?

  Courteo Inc. is not registered with the AMF because our activities don't require it (see previous answer). Our tripartite legal architecture (ADR-0012, public) strictly separates (1) Courteo Inc. tech platform, (2) the call center subcontractor, and (3) AMF brokerage firms in our network which each hold their own valid AMF license (verified monthly via public AMF registry).

• And Quebec Law 25 on personal information protection?

  Strict compliance. Data stored in Quebec (Beauharnois VPS). Granular consent at each step. Append-only registry. Functional RPRP (your rights of access, rectification, erasure, portability). Documented PIA for transfers to our subcontractors. Details on /confidentialite and our /rprp form.

• Are you reselling me to brokers? What did I sign for?

  We connect you with ONE broker from our network (your consented choice), not mass distribution. The mandate you sign names this broker specifically. If you want to see others, it's possible (we can re-match), but always at your explicit request.

• Can I delete my data afterward?

  Yes, anytime via /rprp. Erasure processed within 30 days (Quebec Law 25 art. 28). Some elements must be kept longer for legal reasons (recordings 24 months, audit trail 7 years), as specified in our privacy policy.

5. Business model

Business model

How Courteo makes money — clear and brief.

• How do you make money if it's free for me?

  Courteo is compensated by the brokerage firms in its network for the connection and file qualification, on commercial terms agreed between Courteo and each firm. This compensation has no impact on the loan terms that may be offered to you by the broker. If you don't follow up, or if the broker doesn't conclude with you, that's the firm's commercial risk — never yours.

• Do you collect a commission on the final transaction?

  No, never. The mortgage brokerage commission (paid by the chosen lender to the broker firm) is a B2B transaction between the broker and their lender — Courteo doesn't touch it. It's a legal non-negotiable (R10/AMF): if we touched a brokerage commission, we'd be considered unregistered brokers.

• Does the referred broker pay more for my file than for another?

  No. Our compensation has no impact on which broker you're matched with, nor on the loan terms that may be offered. Matching is based on your region, your project type and broker availability — not on what Courteo earns.

• And if I close a mortgage, do you know?

  We know via broker firm feedbacks (they report the outcome to us: closed / lost / still pending). This information adjusts our Broker Quality Score (BQS) — a broker who frequently closes thanks to our leads will keep getting quality leads. It's aligned with your interest too: we have every interest in only sending the best brokers.