A cornerstone of integrity
Through the course of our 136-year history, RBC has placed the highest value on operating with integrity. Over the years, we have developed codes and policies that formalize our commitment to clients, ensuring we build and maintain their trust.

First and foremost, our employees worldwide follow our Code of Conduct, which outlines their responsibilities in earning our clients’ trust. All employees are tested on this Code upon joining the company, and are re-tested at least once every two years.

We support consumer education, and produce a series of Straight Talk brochures, covering topics such as privacy and fraud protection, and outlining the practices RBC employees are expected to follow.

A number of our businesses have also made voluntary service commitments directly to their clients, such as RBC Royal Bank’s pledge to small business. RBC Investments produces regular communications for mutual fund clients about our policies on areas of current interest, such as trading practices.

Privacy and information security
One of RBC’s most important priorities is to protect our clients’ privacy of information and safeguard their personal and financial data – we believe this is the cornerstone for earning trust.

RBC has had a formal Privacy Code since 1991. RBC’s privacy principles were established to govern our actions, outlining what we will and will not do with client information. For example, RBC is committed to safeguarding client confidentiality and personal financial information.

In just a few short years, technology has revolutionized the way we do business. RBC’s policies and practices to safeguard the confidentiality of client information include the use of technology to protect data systems, information and transactions against unauthorized access, disclosure, alteration and misuse.

For more information, visit rbc.com/privacy

An ear for feedback
RBC encourages clients to tell us what they think, so we can evaluate how well we are “earning the right” to be their first choice. Each RBC business tracks client satisfaction as a key measure of performance.

For instance, in 2004, RBC Royal Bank solicited feedback from over 180,000 Canadian clients, and this research has helped us improve our problem resolution process and enhance financial planning services. All problems noted by clients are recorded in a central database, and we interview a sampling directly to find out how well their issue was resolved.

In the U.S., RBC Centura conducted 8,000 surveys by mail each quarter in 2004 and we are seeing a steady annual increase in client satisfaction.

We’ve also piloted new ways to better observe, understand and improve the quality of service in our branches, giving us real-time benchmarks for client experiences, such as wait times.

The Operational Risk team at RBC Mortgage in Houston ensures that client privacy and security of information is protected. The team, which includes (from left) Marianne Meyer, Darla Cutler, John Wright and Olimpia Blake regularly travels to each branch and office to conduct a thorough review of procedures, from making sure files are properly stored to reviewing each employee’s understanding of the Privacy Policy.

A resolve to make it right
No company is perfect. While we always strive to provide our clients with excellent service, sometimes we don’t get it right.

In 2004, a processing disruption in Canada delayed the posting of debits and credits to some client accounts. Our first job was to accept responsibility and make it right. We immediately extended branch hours, automatically reversed fees, and promptly set up a claims process to reimburse clients who incurred expenses related to the disruption.

Our formal process for handling client concerns is outlined on our website and in one of our Straight Talk brochures.

We make every effort to resolve concerns at the first point of contact. If that is not possible, the issue is referred to RBC’s Customer Relations Centre. If an issue cannot be resolved here, the final point of appeal within RBC is the Office of the Ombudsman, which provides an impartial process for discussion and resolution.

For more information, visit rbc.com/ombudsman

Help in times of crisis
When people’s lives and communities are disrupted by the unexpected, RBC tries to find ways to help them cope financially.

For example, in 2004, hurricanes Charley, Frances, Ivan and Jeanne ripped through many communities RBC serves. In the Caribbean, where we employ people in nine countries, our contribution to immediate relief efforts included a $500,000 donation. On the U.S. East coast, RBC Centura stepped in with donations and a hurricane-assistance program to get people back on their feet with rapid recovery loans, extended payment due dates and links to assistance programs.

In 2004, RBC’s agricultural finance specialists worked on a case-by-case basis with producers and farm families to provide flexibility for loan and mortgage payments as a result of the Bovine Spongiform Encephalopathy (BSE) and avian flu crises in Canada, as well as working to help clients set strong financial strategies for the future.

Fraud prevention and education
No one wants their bank account to become a crime scene. That’s why RBC has a dedicated team of employees and specialized systems working around the clock to prevent and detect potential fraudulent activity in our clients’ accounts. And that includes working with clients and taking action with authorities as needed.

Security is a responsibility we share with our clients, and we have developed a number of fraud-education initiatives, from providing tips and alerts on our websites and in our brochures, to making presentations to clients.

We are also vigilant about spotting, tracking and shutting down emerging scams, such as “phishing,” where fraudsters impersonate real companies in e-mails or websites asking for client account numbers and passwords.

Clients are always advised not to share online banking passwords or any Personal Identification Number with anyone.

Product innovation
In 2004, we introduced seamless cross-border Internet banking, so people who bank at both RBC Centura and RBC Royal Bank can access accounts with one sign-on.

In July, RBC Royal Bank was the first major Canadian bank to give clients instant online access to digital images of their paper-based transactions, such as cashed cheques, saving them time and money.