Bank Act

Marginal note:Procedures for dealing with complaints

• 573 (1) An authorized foreign bank shall

  • (a) establish procedures for dealing with complaints made by persons having requested or received products or services from the authorized foreign bank;

  • (b) designate one of its officers or employees in Canada to be responsible for implementing those procedures; and

  • (c) designate one or more of its officers or employees in Canada to receive and deal with those complaints.

• Marginal note:Procedures to be filed with Commissioner

  (2) An authorized foreign bank shall file with the Commissioner a copy of its procedures established under paragraph (1)(a).

• Marginal note:How procedures to be made available

  (3) An authorized foreign bank 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) An authorized foreign bank 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).