Trust and Loan Companies Act (S.C. 1991, c. 45)

Act current to 2014-03-16 and last amended on 2013-12-12. Previous Versions

Complaints

Marginal note:Procedures for dealing with complaints
  •  (1) A company shall

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

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

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

  • Marginal note:Procedures to be filed with Commissioner

    (2) A company 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 company 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 company 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).

  • 1991, c. 45, s. 441;
  • 1997, c. 15, s. 382;
  • 2001, c. 9, s. 545;
  • 2007, c. 6, s. 364.
Marginal note:Obligation to be member of complaints body

 In any province, if there is no law of the province that makes a company 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 company, the company 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 companies under paragraph 441(1)(a).

  • 2001, c. 9, s. 546.
Marginal note:Information on contacting Agency
  •  (1) A company 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 438(3), 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 company 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 companies pursuant to paragraph 441(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 company.

  • 1991, c. 45, s. 442;
  • 1997, c. 15, s. 383;
  • 2001, c. 9, s. 547;
  • 2012, c. 5, s. 174.