Cooperative Credit Associations Act (S.C. 1991, c. 48)

Marginal note:Procedures for dealing with complaints

• 385.22 (1) A retail association shall

  • (a) establish procedures for dealing with complaints made by persons having requested or received products or services in Canada from the retail association;

  • (b) designate an officer or employee of the association to be responsible for implementing those procedures; and

  • (c) designate one or more officers or employees of the association to receive and deal with those complaints.

• Marginal note:Procedures to be filed with Commissioner

  (2) A retail association shall file with the Commissioner a copy of its procedures established under paragraph (1)(a).

• Marginal note:How procedures to be made available

  (3) A retail association shall make its procedures established under paragraph (1)(a) available

  • (a) in the form of a brochure, at its branches where products or services are offered in Canada;

  • (b) on its websites through which products or services are offered in Canada; and

  • (c) in written format to be sent to any person who requests them.

• Marginal note:Information on contacting Agency

  (4) A retail association shall also make prescribed information on how to contact the Agency available whenever it makes its procedures established under paragraph (1)(a) available under subsection (3).

Marginal note:Obligation to be member

385.23 In any province, if there is no law of the province that makes a retail association subject to the jurisdiction of an organization that deals with complaints made by persons having requested or received products or services in the province from a retail association, the retail association shall be a member of an organization that is not controlled by it and that deals with those complaints that have not been resolved to the satisfaction of the persons under procedures established by retail associations under paragraph 385.22(1)(a).

Marginal note:Information on contacting Agency

• 385.24 (1) A retail association shall, in accordance with the regulations, at the prescribed time and place and in the prescribed form and manner, provide a person requesting or receiving a product or service from it with prescribed information on how to contact the Agency if the person has a complaint about a deposit account, an arrangement referred to in subsection 385.18(4), a payment, credit or charge card, the disclosure of or manner of calculating the cost of borrowing in respect of a loan or about any other obligation of the retail association under a consumer provision.

• Marginal note:Report

  (2) The Commissioner shall prepare a report, to be included in the report referred to in section 34 of the Financial Consumer Agency of Canada Act, respecting

  • (a) procedures for dealing with complaints established by retail associations pursuant to paragraph 385.22(1)(a); and

  • (b) the number and nature of complaints that have been brought to the attention of the Agency by persons who have requested or received a product or service from a retail association.