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Frequently Asked Questions

GENERAL FAQS

Your account number is indicated on your certificate, dividend cheque, or statement. It is referred to as the "Security Holder Account" on your cheque or statement.

For more information on our privacy policy, including who to contact if you have any concerns about our use of your personal information, read our privacy statement.

Yes. When you submit this online form, your browser will encrypt the message using 128-bit encryption. One hundred and twenty eight-bit encryption is the strongest, most secure form of encryption that is generally available in Internet browsers on the market in North America today.

Transferring Securities FAQs

A securities transfer occurs when a change in ownership of shares, warrants, bonds, debentures, or other securities is recorded on the register of security holders kept by or, on behalf of the company issuing the security. Most issuing companies use transfer agents to keep the registers of securities holders.

The transfer agent is the company appointed by the issuer to keep records of all security holders and to transfer ownership of securities. To determine the transfer agent of a security, check the signature panel on your securities certificate or the issuing company's annual report or website.

TSX Trust is the Canadian transfer agent for more than 500 companies.

To initiate a transfer of securities, the owner, their authorized personal representative, or their agent (such as a lawyer or broker) must send the securities and certain legal documents to the transfer agent requesting the transfer.

The legal documents vary depending on the nature of the parties to the transfer—it may be the owner themselves or someone acting on his/her behalf (e.g., under a will).

This section of our website provides more information about the various types of transfers and documents required to transfer shares.

Transferring securities can be complex. However, our website provides comprehensive information and direction on the steps needed to transfer securities.

There are three main factors to consider:

  • Value of the security — There is usually no limit to the potential value of a security. Therefore, securities with a nominal value at the time of transfer can substantially increase in value over time.
  • Relationship with the investor — The issuer and transfer agent have no long-term relationship with the person requesting the transfer. As a result, they need a way to confirm quickly that they are dealing with the appropriate person to protect themselves against a later challenge of the transfer.
  • Strict requirements — Securities transfer laws and established industry practices contain protections for people buying securities, which must be offset by strict transfer requirements.

Consequently, specific practices and documents unique to transferring securities have been developed and are used by all transfer agents. In particular, you should note the requirement for signature guarantees on all transfers. TSX Trust agents cannot process transfers without signature guarantees.

Our website provides information about four types of transfers under Canadian law:

  • Basic transfers — Transfers of securities from one or more individuals to one or more other individuals or entities.
  • Estate transfers — Transfers of securities belonging to a person who is deceased.
  • Corporate transfers — Transfers of securities held in the name of a corporation.
  • Trust transfers — Transfers of securities held in the name of trustees.

Consequently, specific practices and documents unique to transferring securities have been developed and are used by all transfer agents. In particular, you should note the requirement for signature guarantees on all transfers. TSX Trust agents cannot process transfers without signature guarantees.

Requirements for replacing lost, stolen, or destroyed certificates vary from issuer to issuer. If your certificate is lost, stolen, or destroyed, learn how to replace lost securities. Replacing a certificate is a process that can take up to 8-10 weeks to complete.

With two exceptions,* TSX Trust does not handle securities sales or provide price information. If you need assistance with these transactions, we suggest you contact a stockbroker or investment dealer. Information on share prices is also available in the press and on various websites.

TSX Trust will arrange for sales of the following clients, where sales will be completed based on a “share sell service” offered by these issuers:

  • Shares of Manulife Financial Corporation held by Canadians and represented by a share ownership statement.
  • Shares of Sun Life Financial Inc. held by Canadians and represented by a share ownership statement.

A signature guarantee is a special guarantee for the transfer of securities. Every signature on a securities transfer form must be signature guaranteed.

We recommend obtaining a signature guarantee from a stockbroker or a financial services company that uses a medallion guarantee. The next best source for signature guarantees is a major chartered bank.

According to established industry practice, transfer agents accept signature guarantees from the following:

  • Members of a recognized medallion guarantee program:
    1. Securities Canadian Stock Transfer Agents Medallion Program (STAMP)
    2. Stock Exchanges Medallion Program (SEMP)
    3. New York Stock Exchange, Inc. Medallion Signature Program (MSP)
  • Major Canadian Schedule I Chartered Banks (Note: You must confirm if the bank belongs to the Medallion Guarantee program.)

If you have questions, please contact us by phone at 1-800-387-0825, via email at inquiries@astfinancial.com, or via our Contact Us page. We will need complete information about the securities you are transferring and the nature of your question.

To complete the form you need to the following:

  • Fill in the name(s) and address(es) of the person(s) to whom the securities are being transferred.
  • Provide a description of the securities being transferred. The description includes the number of securities and the type of securities (e.g., common, preferred, etc). based on the description on the certificate.
  • Fill in the name of the current registered holder(s) exactly as it appears on the certificate.
  • Fill in the name of the company that issued the securities.
  • Fill in the number(s) on the certificate(s) or the account number on the statement.
  • Sign and date the form (transfers cannot be post-dated).

The form must be signed in the presence of a notary public or commissioner for oaths to take the affidavit. Outside Québec, lawyers are often certified as notaries public, and financial institutions also employee staff members who are commissioners for oaths.

Please send the securities and any supporting documents by a secure means of delivery through registered mail or another reputable courier with acknowledgement of receipt requested.

Depending on the service you use, you may be able to insure the contents. TSX Trust assumes no responsibility for certificates that are lost in transit.

Alternatively, you can deliver the securities in person to the courier address below.

By mail:

TSX Trust
P.O. Box 700
Station B
Montréal, QC H3B 3K3
CANADA

By courier:

TSX Trust
1600 – 2001 Boul. Robert-Bourassa
Montréal, QC, H3A 2A6
CANADA

If you have any questions, please contact us.

TSX Trust agents must have sworn information on the facts confirmed in the declaration of transmission in a form that, if required, will be acceptable evidence in court as to the information it contains.

As established by provincial statute, the normal procedure for dealing with the estates of deceased persons is that the executors, or other personal representatives, obtain their authority from the courts by means of a grant of probate, letters of administration, or other certificate of appointment.

The company that issued the securities being transferred has the discretion to waive this requirement. For example, the requirement for probate may be waived in exchange for a satisfactory indemnity bond.

Each person whose name appears on the certificate or security ownership statement must sign the securities transfer form.

The signature must replicate the name exactly as it appears on the certificate. For example, transfers of securities registered J.S. Brown must be signed J.S. Brown; transfers of securities registered John S. Brown must be signed John S. Brown.

Disbursement Instruction FAQs

Disbursement information can be changed by writing or emailing Compagnie Trust TSX with the details of your changes.

Yes, if the company you have invested in offers this option. Please note, however, that you cannot split payments into more than one currency. To request another currency, please write or email TSX Trust.

Yes, provided that this option is offered by the company whose shares you own.

Consolidating Mailing Material FAQs

Yes, provided that both of your positions are registered in exactly the same way. Write or email TSX Trust with the details of both accounts and they will be consolidated into a single account. You will thereafter receive only one mailing. If the names on both accounts are registered differently (e.g., John H Smith vs John Harold Smith), you must reregister shares in order to consolidate your accounts. Please write or email TSX Trust for instructions on how to do this.

No. Only accounts for the same shareholder may be combined.

Reregistering Shares FAQs

Write a letter to TSX Trust, at the address below, stating the denominations you wish to receive and enclose the certificate you wish to have split. The letter must be signed by the shareholder exactly as the shares are registered. You do not have to sign the share certificate unless you are also changing the registration.

Mailing Address

TSX Trust
P.O. Box 700
Station B
Montreal, QC H3B 3K3
CANADA

You may change your name on your share certificates by sending a letter to TSX Trust. This letter should be signed by the shareholder in the original name and must contain either original or certified copies of documentation (marriage certificates, court order, etc.). Original copies of documents will be returned to you upon request. Your letter must be accompanied by your share certificates, and you should indicate, if applicable, whether you are a participant in the company's Dividend Reinvestment Plan.

If you hold only dividend reinvestment shares, your letter should be accompanied by an irrevocable power of attorney, which can be obtained at a financial institution such as a broker, trust company, or bank.

This depends on how the shares are currently registered and how you wish to change them. Please write or email TSX Trust at the addresses below explaining what you wish to do, and you will be sent the appropriate instructions.

Mailing Address

TSX Trust
P.O. Box 700
Station B
Montreal, QC H3B 3K3
CANADA

Email Address

inquiries@astfinancial.com

Investor Information FAQs

You may submit your new address online using the link to the "Change My Address" form above.

This number is required by Revenue Canada for tax reporting purposes. It is used for tax slips issued to shareholders and for government reporting. It is not used for any other purpose.

If you have not received your disbursement cheque, dividend reinvestment statement, tax slip, or other correspondence, you can obtain a replacement. Please write or email TSX Trust at the addresses below with the specific details, and we will investigate and resend if necessary.

Mailing Address

TSX Trust
P.O. Box 700
Station B
Montreal, QC H3B 3K3
CANADA

Email Address

inquiries@astfinancial.com

Lost Certificates FAQs

Please write or email TSX Trust at the addresses below, and we will send you the required documentation to complete. Replacing a lost certificate is a process that can take up to 8-10 weeks to complete.

Mailing Address

TSX Trust
P.O. Box 700
Station B
Montreal, QC H3B 3K3
CANADA

Email Address

inquiries@astfinancial.com

Information Request FAQs

Use the Get In Touch link to the right to email your inquiry to TSX Trust. You may also contact us by phone, fax, or mail.

Telephone:
For all inquiries, call Shareholder Central at 1-800-387-0825 or 1-416-682-3860. One of our customer service representatives will provide you with any additional information you may need.

Fax:
1-888-249-6189

Mail:
TSX Trust - SHAREHOLDER Central
P.O. Box 700
Station B
Montreal, QC H3B 3K3
CANADA

Recover Unclaimed Assets FAQs

Contact us online or call us at 1-800-387-0825 or 1-416-682-3860 between the hours of 8:00 a.m. and 6:30 p.m. ET, Monday to Friday.

You can also write to us at:

TSX Trust
P.O. Box 700
Station B
Montreal, QC H3B 3K3
CANADA

The date of the asset will be the payable date for unclaimed cheques and the issuance date for certificates returned by the post office as undeliverable.

INVESTOR CENTRAL TROUBLESHOOTING

Call us at 1-877-795-2729 or 416-643-5010 between 8:30 a.m. and 6:30 p.m. ET, Monday to Friday.

If you know your security word, you can reset your password online.

You can also have your password reset by calling 1-800-387-0825 or 416-682-3860 between 8:30 a.m. and 6:30 p.m. ET, Monday to Friday.

Both your Investor ID and your password must be eight to 15 characters. For your password, at least one of these characters must also be a number. No special characters are permitted.

You should select a security word that only you would know and that is easy to remember. For example, you might use a preferred food, sport, vacation destination, author, historical figure or some other word that is unforgettable for you, but extremely difficult for other people to guess.

The password, used with your Investor ID, enables you to log into the system. The security word is a word that you choose, which we rely on to identify you when certain services are performed.