FAQ
Common questions
Everything brokers ask before getting started. If your question isn't here, email support@hndl.app.
The product
What is ComplaiLite?
ComplaiLite is a compliance onboarding tool for Canadian mortgage brokers. You send your client one branded link. They complete a KYC questionnaire and electronically sign your Client Agreement with CASL consent. You get the signed PDFs by email.
What does it cost?
ComplaiLite is free for every broker during the XEVA rollout. No per-check fees, no contracts, no minimums, and no credit card required to start.
What do my clients have to do?
Your client opens the link on their phone or computer, answers a short questionnaire, and signs your Client Agreement. It takes about three minutes. There is no app to download.
Does it work for joint applications?
Yes. For a joint file, each borrower gets their own link. The primary applicant fills out the KYC questionnaire, the co-applicant reviews and signs it, and both borrowers sign the Client Agreement.
How do I get the completed documents?
As soon as all signatures are in, you and your team receive an email with two PDF attachments: the completed KYC Summary and the signed Client Agreement. Your client receives their own copy too.
Do I need to change my CRM or mortgage platform?
No. ComplaiLite works alongside your existing systems. Direct connection to mortgage origination platforms (Newton Velocity and Finmo) is coming soon. For now, you create client sessions from your dashboard in seconds.
Data, privacy & terms
Is my client data stored in Canada?
Client data is stored at rest in Canada (AWS Montreal, ca-central-1), encrypted with AES-256 at rest and TLS 1.2 or higher in transit. Two supporting services — application hosting and email delivery — are US-based, so some data is processed in the US in transit and for email delivery, under contractual safeguards. Stored data itself stays in Canada.
Who can see my clients' data?
You and your authorized team. The application scopes every query to the authenticated broker's account, so no other broker can see your client data. HNDL's internal admin console references sessions by anonymous ID and does not display client names or personal information; HNDL personnel with production database access are limited, least-privilege, bound by confidentiality, and act only on your instructions.
How long is client data kept?
Completed client session records are retained for a minimum of seven years. That supports the federal FINTRAC five-year minimum and BC's longer retention period under the BCFSA framework, so you are covered regardless of which province you operate in. You remain responsible for confirming the retention period that applies to you.
Where is the Privacy Policy?
Our full Privacy Policy explains exactly what we collect, how we use it, who has access, and your rights under PIPEDA. You can read it at complailite.hndl.app/privacy.
What are the Terms of Service?
The Terms of Service cover eligibility, broker responsibilities, acceptable use, fees, and the legal terms of using ComplaiLite. You can read them at complailite.hndl.app/terms.
How is data handled between me and HNDL?
You are the data controller for your clients' information; HNDL Technology Inc. is the data processor and handles that information strictly on your instructions. A ComplaiLite Data Processing Agreement is available to brokers and governs this relationship — covering processing scope, sub-processors, breach notification, and retention. The Trust & Security page covers the safeguards in detail.
How do I contact support?
Email us any time at support@hndl.app.
Ready to try it?
Free during the XEVA rollout. Set it up once, then send your first client link in seconds.