External complaints body

The Bank Act is the primary legislation governing all external complaints bodies in Canada. The Financial Consumer Agency of Canada (FCAC) is responsible for administering sections of the Act.

The complete text of the Act is posted on the Department of Justice Canada’s website.

Bank Act

Sections related to consumer provisions:

• (a) paragraphs 157(2)(e), sections 195.1, 273.1, 627.02 to 627.998 and 979.1 to 979.4 of the Bank Act together with any regulations made under or for the purposes of those provisions
• (a.1) sections 992 to 1003 of the Bank Act as those sections apply to any notice, document or other information that is required under the provisions referred to in paragraph (a)

Sections 627.471 to 627.54 of the Bank Act refers specifically to firm and ECB obligations as they relate to the conduct of ECB’s business.

Bank Act Regulations

Financial Consumer Protection Framework Regulations

Financial Consumer Protection Framework

Approved external complaints body

• Ombudsman for Banking Services and Investments