Media Room

FCAC Quarterly Statistics

Between April 1 and June 30, 2005, the Financial Consumer Agency of Canada (FCAC), received 4,624 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, 2005
Consumer inquiries and complaints
	General inquiries	3,396
	General complaints	797
	Inquiries about compliance matters	5
	Complaints about compliance matters	110
Total consumer inquiries and complaints			4,308
	Media contacts		15
	Requests for publications		114
Total consumer contacts ¹				4,437
Complaints and filings from financial institutions
	Self-reported complaints ²		155
	Filings by financial institutions ³		32
Total complaints and filings from financial institutions				187
Total contacts					4,624
Method of contact
	Phone calls			4,062
	Letters			195
	E-mails			183
	In-person visits			4
	Other ⁴			180
Total					4,624

¹	Includes consumer inquiries and complaints, media contacts and requests for publications.
²	Includes consumer complaints that have been escalated to the reportable level of a financial institution’s internal complaint-handling process.
³	Includes documents that financial institutions are required to submit to FCAC, such as public accountability statements and branch closure filings.
⁴	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 [D]

¹	Includes inquiries and complaints about compliance matters, excluding self-reported complaints and filings by financial institutions.
²	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.
³	Includes miscellaneous inquiries and complaints received regarding automated banking machines (ABMs), branch closures, credit bureau checks, complaint procedures, debit cards, electronic and telephone banking, estate matters, exchange rates, identity theft, interest rates, paper money, privacy, quality of service, service fees and tied selling.

The following graph provides a regional breakdown of contacts received for the period.

Inquiries and Complaints Bar Chart [D]

* The province or territory was not indicated by the consumer.

A table providing a detailed breakdown of the number of consumer contacts FCAC received by province and by category is available. To view this table click here (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, 2005.

For the period: April 1 - June 30, 2005
Total number of compliance cases opened (Includes consumer and self-reported complaints)		263

Total number of compliance cases closed		341
(Includes cases outstanding from previous periods)
	Number of violations of the law	5
	Number of cases of non-compliance to a public commitment and Codes of Conduct	1
	Branch closure - Meeting requests withdrawn	1

The Commissioner's Decisions are posted on our Web site to provide an overview of the types of compliance issues FCAC has reviewed, and the work FCAC has been doing to protect financial consumers. This also serves to educate consumers about their rights and responsibilities when dealing with their financial institution.

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		Last Modified: 2005-07-28	Important Notices