Financial Consumer Agency of Canada - Agence de la consommation en matière financière du Canada

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 Media Room

 FCAC Quarterly Statistics


Between April 1 and June 30, 2004, the Financial Consumer Agency of Canada (FCAC), received 5,170 contacts. This document provides a breakdown of the types of contacts FCAC received, the method used to contact FCAC and the province where the inquiries and complaints originated.

For the period April 1 - June 30, 2004
Consumer inquiries and complaints
General inquiries 3,262
General complaints 1,625
Inquiries about compliance matters 8
Complaints about compliance matters 166
Total consumer inquiries and complaints 5,061
Complaints and filings from financial institutions
Self-reported complaints1 51
Filings by financial institutions2 58
Total complaints and filings from financial institutions 109
Total contacts 5,170
Method of contact
Phone calls 4,718
Letters 202
E-mails 183
In-person visits 1
Other3 66
Total 5,170

1 Includes consumer complaints that have been escalated to the reportable level of a financial institution's internal complaint-handling process.
2 Includes documents that financial institutions are required to submit to FCAC, such as public accountability statements and branch closure filings.
3 Includes examinations, filings and cases initiated by FCAC.


Consumer Inquiries and Complaints

The following chart provides a breakdown of the types of consumer inquiries and complaints received for the period.

  Inquiries and Complaints Chart
1 Includes generic inquiries and complaints that FCAC receives in its role as the source for reliable information. Examples include requests for information, copies of complaint-handling procedures for financial institutions and inquiries regarding the reputation or viability of a financial institution.
2 Includes miscellaneous inquiries and complaints received regarding automated banking machines (ABMs), bills, complaint procedures, debit cards, electronic and telephone banking, estate matters, exchange rates, identity theft, interest rates, privacy, quality of service, service fees and tied selling.
3 Includes inquiries and complaints about compliance matters, excluding self-reported complaints and filings by financial institutions.


The following graph provides a regional breakdown of consumer inquiries and complaints received for the period.

  Inquiries and Complaints Bar Chart
* The province or territory was not indicated by the consumer.

Click here to view the table that outlines the number of contacts FCAC received, by province and by category (table opens in a new window) .


 
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Compliance Matters

FCAC opens and reviews hundreds of compliance cases each year covering a wide range of consumer issues under federal financial legislation. If a compliance officer, after gathering the facts of a case, believes that a financial institution may have violated a consumer provision, the case is forwarded to the Commissioner for his review and a decision. The information below summarizes the number of compliance cases opened and closed between April 1 and June 30, 2004.

For the Period April 1 - June 30, 2004
Total number of compliance cases opened
(Includes consumer and self-reported complaints)		 217
Total number of compliance cases closed 183
(Includes cases outstanding from previous periods)
Number of violations of the law 2
Number of cases of non-compliance to industry codes of conduct 2
Branch closure - Request for meeting not granted 1 3
Branch closure - Request for meeting granted 2
1 FCAC received multiple requests pertaining to one branch closure.


The Commissioner's Decisions are posted on our Web site to inform consumers about their rights when dealing with federally regulated financial institutions. They also provide an overview of the types of compliance issues FCAC has reviewed, and the work FCAC has been doing to protect financial consumers.

FCAC/ACFC Toll-free 1.866.461.FCAC (3222) Protecting Consumers / Informing Canadians
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Last Modified: 2004-08-18
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