Reportable complaints aggregate report guide

Classification

Agreement and Complaint Procedures

Disclosure of Charges

Reportable complaints aggregate report guide1

Consumer Provisions

Examples

Account

Failure to provide a copy of the account agreement and complaint procedures Failure to provide disclosure when opening a 2nd account by telephone

Failure to disclose, in prescribed manner and time, charges for deposit account and for services normally provided to customers and the public

Failure to provide advance notice to customers of any new or increase in charges to personal deposit account Failure to provide advance notice for services on deposit accounts,

Section of the Act

BA = Bank Act TLCA = Trust & Loan Companies Act CCAA = Cooperative Credit Association Act ICA = Insurance Companies Act

445, 564 BA; 431 TLCA 385.1 CCAA 445, 564 BA; 431 TLCA 385.1 CCAA Disclosure on Account Opening by Telephone Request (Banks) Regs 446, 565 BA; 432 TLCA 385.11 CCAA Disclosure of Charges Regulations 447, 566 BA 433 TLCA 385.12 CCAA S. 4 Disclosure of Charges Regulations

1 This is a guideline only. For greater certainty please refer to the Bank Act, Trust and Loan Companies Act, Cooperative Credit Associations Act and Insurance Companies Act and relevant Regulations associated to these Acts. The examples provided under each section are not exhaustive of all the consumer provisions.

Classification

Electronic Documents Express Consent

General Interest

Consumer Provisions

Examples

Failure to waive fees after 2nd deposit account (opened by telephone) is closed within 14 days of opening

Section of the Act

445, 564 BA; 431 TLCA 385.1 CCAA Disclosure on Account Opening by Telephone Request (Banks) Regs

Failure to provide information on how customers will be notified of increases to fees or addition of new fees Failure to provide information on all account charges Failure to have express agreement with customer regarding fees charged on accounts Failure to comply with electronic documents as prescribed by Regulations

Failure to obtain the person's express consent, either orally or in writing, prior to providing a person with a new primary financial or optional product or service. Failure to provide the person without delay with confirmation in writing of their express consent for the new product or service, if the consent is provided orally. Failure to provide information in language and presented in a manner that is clear, simple and not misleading. Failure to give prescribed information regarding insurance of deposit

Failure to disclose interest rate on deposit account in Canada and how interest is

445, 564 BA 431 TLCA 385.1 CCAA 445, 564 BA; 431 TLCA 385.1 CCAA 440, 559 BA; 426 TLCA 385.06 CCAA

978(1), 993, 995, 996, 998, 1002 and 1003 BA Electronic Documents Regulations S. 3 Negative Option Billing Regulations BA, TLCA, ICA, CCAA

413.1, 545 BA Notice of Uninsured Deposits Regulations 441, 560 BA; 427 TLCA 385.07 CCAA

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Classification Optional Product and Service

Consumer Provisions

Examples

Section of the Act

calculated when opening an account

S.3 Disclosure of Interest Regulations

Failure to disclose in advertisement, in

442, 561 BA

accordance with the Disclosure of Interest 428 TLCA

Regulations, the amount of interest to be

385.08 CCAA

calculated on a deposit account or debt

S. 6 Disclosure of Interest

obligation

Regulations

Failure to disclose a change in the rate of

441/560 BA; 427 TLCA

interest or manner of calculating the amount 385.07 CCAA

of interest

S. 4 of Disclosure of Interest

Regulations

Failure to provide, without delay, a refund or S. 9 Negative Option Billing

a credit to the person with the amount of any Regulations

charges paid by the person for any part of the BA, TLCA, ICA, CCAA

product or service that is unused as of the

day the cancellation takes effect, as

calculated in accordance to the formula as

prescribed by Regulations.

Failure to disclose in language and presented S. 4 Negative Option Billing

in a manner that is clear, simple and not

Regulations

misleading.

BA, TLCA, ICA, CCAA

Failure to provide, orally or in writing, an

S. 5 Negative Option Billing

initial disclosure statement that contains

Regulations

information as prescribed by Regulations.

BA, TLCA, ICA, CCAA

Failure to provide subsequent disclosure

S. 6 Negative Option Billing

statement containing all relevant information Regulations

about the product or service as prescribed by BA, TLCA, ICA, CCAA

Regulations.

Failure to provide information on cancelling S. 7 Negative Option Billing

the product or service.

Regulations

BA, TLCA, ICA, CCAA

Failure to disclose, in writing, not less than 30 S. 8 Negative Option Billing

days before the day on which the changes Regulations

take effect, any changes to the terms and

BA, TLCA, ICA, CCAA

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Classification Refusal to Open - General

General Availability of first $100

Consumer Provisions

Examples

Section of the Act

conditions that apply in respect of an

agreement for an optional product or service

Failure to disclose, in a subsequent

disclosure statement, if person agrees to a

promotional, preferential, introductory or

special offer for an optional product or

service as prescribed.

Refusal to open retail deposit account if no 448.1 BA

initial deposit or minimum balance

maintained

Refusal to open retail deposit account for

448.1 BA

bankruptcy reasons

S.3(2) ABBS Regs.

Refusal to open a retail deposit account

448.1 BA

ABBS Regs.

Failure to display & make available

448.1 BA

information on Access to Basic Banking

S. 13 ABBS Regs.

Information missing from written notice

448.1 BA

S.5 ABBS Regs.

No notice of refusal to open provided

448.1 BA

S. 5 ABBS Regs

Branch Closure

Failure to provide notice to customers and 459.2 BA; 444.1 TLCA

public

385.27 CCAA

Notice of Branch Closure Regulations

Cheques

Failure make the first $100 of all funds

S. 4 Access to Funds Regulations

deposited by a cheque or other instrument on BA, TLCA, CCAA

any one day to a retail deposit account

available for withdrawal

immediately, if it is deposited in person with

an employee at one of the institution's

branches or points of service; and

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Classification

Federal ? Fee to Cash Federal ? Refusal to cash Holds

Consumer Provisions

Examples

on the business day following the day of the deposit, if it is deposited in any other manner.

Section of the Act

Information missing from written notice No notice of refusal provided

S. 6(2) Access to Funds Regulations BA, TLCA, CCAA

Failure to cash a federal government cheque free of charge

Failure to cash federal government cheque (under $1,500) Information missing from written notice

No notice of refusal to cash provided

Failure to display and make available information concerning cashing federal government cheques Failure to disclose in writing to any person who opens a retail deposit account to which they may deposit cheques, the information as prescribed in Regulations Failure to disclose the information referred to in section 7 to its customers and to the public by means of a written notice, copies of which must be displayed and made available at each of the institution's branches where personal deposit accounts are offered, at each of the institution's points of service and on each of the institution's websites through

458(4), 575(4) BA 443(4) TLCA 385.25 (4) CCAA 458.1 BA ABBS Regs 458.1 BA S.10 ABBS Regs 458.1 BA S. 14 ABBS Regs 458.1 BA S. 14 ABBS Regs.

S. 7 Access to Funds Regulations BA, TLCA, CCAA

S. 8 Access to Funds Regulations BA, TLCA, CCAA

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Classification General General

Consumer Provisions

Examples

Section of the Act

which it offers products and services in Canada. Failure to make available for withdrawal any funds deposited by cheque to a retail deposit account or to a deposit account held by an eligible enterprise as prescribed in Regulations. Failure to disclose any change that is made to the information referred to in section 7 as prescribed in Regulations. Information missing from written notice

No notice of refusal provided

S. 3 Access to Funds Regulations BA, TLCA, CCAA

S. 9 Access to Funds Regulations BA, TLCA, CCAA S. 6(2) Access to Funds Regulations BA, TLCA, CCAA

Coercive Tied Selling

Refusal of a product or service from the bank or any of its affiliates as a condition of obtaining another product or service A bank shall disclose the prohibition on coercive tied selling set out in subsection (1) in a statement in plain language that is clear and concise, displayed and available to customers and the public at all of its branches where products or services are offered in Canada, on all of its websites through which products or services are offered in Canada and at all prescribed points of service in Canada.

Complaint Procedures

Failure to designate a committee of the board to monitor the procedures referred to in paragraph (e) and satisfy itself that they are

459.1, 576.1 BA 459.1(4.1), 576.1(4.1) BA

157(2)(f) BA 161(2)(f) TLCA 167(2)(g) CCAA

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Classification Compliance of Affiliate

Consumer Provisions

Examples

Section of the Act

being adhered to by the FRFI Failure to designate an officer or employee to be responsible for implementing procedures and designate one or more officers or employees to receive and deal with those complaints Make their complaints handling procedures (CHP) available in the following manner:

In a brochure available in branches where products and services are offered in Canada

On websites where products and services are offered in Canada

In written format to be sent to any person who requests them

Failure to have procedures in place

Failure to file or include required elements in complaint handling procedures

Failure to inform customers with consumer provision complaints how to reach the FCAC

Failure to be member of 3rd party dispute resolution body

Compliance of Affiliate

Affiliate to comply with sections 449-455, subsection 451(1) & (3) & 459.1 of Bank Act

165(2)(g) ICA 455, 573 BA 441 TLCA 385.22 CCAA 486, 604 ICA

455, 573 BA 441 TLCA 385.22 CCAA 486 / 604 ICA

455, 573 BA; 441 TLCA 385.22 CCAA 486/604 ICA 455, 573; 456, 574 BA 441, 442 TLCA 385.22, 385.24 CCAA 486, 604; 487, 605 ICA 456, 574 BA; 442 TLCA 385.24 CCAA 487, 605 ICA 455.1(2), 573.1 BA 441.1 TLCA 385.23 CCAA 486.1, 604.1

459.5 BA

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Classification Allocation of payment Amendment Application - General Application ? information box Credit limit Debt collection practices Electronic Documents Express Consent

General

Consumer Provisions

Examples

Section of the Act

Credit Card

Failure to allocate payments as prescribed in Regulations Failure to disclose amendment to credit agreement

Failure to disclose information in application as required in Regulations

Failure to disclose information box and content as prescribed Failure to obtain express consent prior to increasing the credit limit Failure to comply with debt collection practices as prescribed by Regulations Failure to comply with electronic documents as prescribed by Regulations

Failure to obtain the person's express consent, either orally or in writing, prior to providing a person with a new primary financial or optional product or service. Failure to provide the person without delay with confirmation in writing of their express consent for the new product or service, if the consent is provided orally. Failure to provide information in language and presented in a manner that is clear, simple and not misleading. Failure to disclose required information when

s. 4 Credit Business Practices Regs BA, TLCA, ICA, CCAA 452, 570 BA; 438 TLCA 385.18 CCAA 482, 601 ICA S.12(3) COB Regs. 452, 570 BA; 438 TLCA 385.18 CCAA 482, 601 ICA S.11 COB Regs. s. 6 COB Regs BA, TLCA, ICA, CCAA s. 6 Credit Business Practices Regs BA, TLCA, ICA, CCAA s. 7 Credit Business Practices Regs BA, TLCA, ICA, CCAA 978(1), 993, 995, 996, 998, 1002 and 1003 BA Electronic Documents Regulations S. 3 Negative Option Billing Regulations BA, TLCA, ICA, CCAA

453, 571 BA; 439 TLCA

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