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

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 Media Room

 FCAC Quarterly Statistics


Between July 1 and September 30, 2005, the Financial Consumer Agency of Canada (FCAC), received 6,354 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: July 1 - September 30, 2005
Consumer inquiries and complaints
  General inquiries 4,244      
  General complaints 840      
  Inquiries about compliance matters 5      
  Complaints about compliance matters 105      
Total consumer inquiries and complaints   5,194    
  Media contacts   44    
  Requests for publications   914    
Total consumer contacts 1   6,152  
Complaints and filings from financial institutions
  Self-reported complaints 2   161    
  Filings by financial institutions 3   41    
Total complaints and filings from financial institutions 202  
Total contacts       6,354

Method of contact		        
  Phone calls     5,343  
  Letters     142  
  E-mails     232  
  In-person visits     4  
  Other 4     633  
Total       6,354

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.



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

Bar Chart Graphic - Total Contacts by Province or Territory

[D]

*Includes all types of contacts.
**The province or territory was not indicated by the consumer.


Consumer Inquiries and Complaints

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

Bar Chart Graphic - Total Consumer Contacts by Topic

[D]

1

Includes inquiries and complaints about compliance matters.
Excludes 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.


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 July 1 and September 30, 2005.

For the period: July 1 - September 30, 2005
Total number of compliance cases opened
(Includes consumer and self-reported complaints) 		266
Total number of compliance cases closed 201
(Includes cases outstanding from previous periods)
  Number of violations of the law 0
  Number of cases of non-compliance to a public commitment and Codes of Conduct 3
  Branch closure - Meeting requests withdrawn 1
    - Requests for meeting not granted 2
    - Requests for meeting received 2


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.

 
FCAC/ACFC Toll-free 1.866.461.FCAC (3222) Protecting Consumers / Informing Canadians
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Last Modified: 2005-10-28
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