Additional Resources

You may submit your unresolved concern directly to the Ombudsman for Banking Services and Investments (OBSI) if:

• RBC has exhausted the 56-calendar-day prescribed period for dealing with your complaint or
• You are not satisfied with the resolution offered by the most senior designated officer at RBC (the RBC Client Complaints Appeal Office)

You have up to 180 calendar days to submit your complaint to OBSI after receiving a final response from RBC, or if 56 calendar days have passed since your complaint was made.

OBSI is an industry ombudsman that operates independently from banks. Its services are free of charge to those making a complaint. OBSI is regulated as an external complaints body by the Financial Consumer Agency of Canada (FCAC).

Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
PO Box 8
Toronto ON M5H 3R3
Toll-free telephone: 1-888-451-4519
Toll-free fax: 1-888-422-2865
ombudsman@obsi.ca
obsi.ca(opens to external site)

You may escalate an investment complaint directly to the OBSI without going to the RBC Client Complaints Appeal Office (CCAO) if you do not receive a final response to your complaint within 90 calendar days or if you are not satisfied with the outcome or examination of your complaint. You have up to 180 days after receiving a final response, to submit your complaint to the OBSI. The OBSI is a free, independent service for resolving investment disputes impartially and can recommend compensation of up to $350,000.

Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
PO Box 8
Toronto ON M5H 3R3
Toll-free telephone: 1-888-451-4519
Toll-free fax: 1-888-422-2865
ombudsman@obsi.ca
obsi.ca(opens to external site)

You may also contact the applicable securities regulators. Please refer to “Regulatory bodies and other resources” section for further information.

You may also pursue legal action and seek independent legal counsel to advise you on your options and recourses including information regarding the applicable limitation periods in your province/territory.

OmbudService for Life & Health Insurance

20 Adelaide St. East, Suite 802
P.O. Box 29
Toronto ON M5C 2T6
Attention: General Manager
Toll-free: 1-888-295-8112
Toll-free (Quebec): 1-866-582-2088
olhi.ca(opens to external site)

General Insurance OmbudService (GIO)

4711 Yonge Street, 10^th Floor
Toronto ON M2N 6K8
Toll-free: 1-877-225-0446
Fax: 416-299-4261
giocanada.org(opens to external site)

The services of all Ombudsman investigations are provided to you at no cost.

PO Box 7500, Station A
Toronto ON M5W 1P9
Fax: 416-955-2192

If you are still not satisfied with the outcome or examination of your privacy complaint, you can contact the Office of the Privacy Commissioner of Canada. The Office of the Privacy Commissioner of Canada investigates complaints concerning the Personal Information Protection and Electronic Documents Act. Complaints to the Office of the Privacy Commissioner must be submitted in writing:

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau QC K1A 1H3

For general privacy inquiries and additional information about personal information-handling practices, you can contact the Office of the Privacy Commissioner of Canada in any of the following ways:

Telephone: 819-994-5444
Toll-free: 1-800-282-1376
TTY: 819-994-6591
www.priv.gc.ca(opens to external site)

The Financial Consumer Agency of Canada (FCAC) supervises all federally regulated financial institutions for compliance with federal consumer protection laws. While the FCAC does not resolve individual customer complaints, if you believe that your complaint relates to a violation of a federal consumer protection law, you may submit your complaint to:

Financial Consumer Agency of Canada
Enterprise Building, 5^th Floor,
427 Laurier Avenue West,
Ottawa, ON K1R 1B9.
Telephone: 1-866-461-3222,
www.fcac-acfc.gc.ca(External site for RBC opens in new window)

In Quebec, the Autorité des marchés financiers (AMF) is the regulatory body charged with administering the regulatory framework and providing review and mediation services.

If you reside in Quebec and you are not satisfied with the outcome or with the examination of the complaint related to investment, estate and trust, financial planning or insurance services, you may request that your complaint file be transferred to the AMF at any time. Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services.

Autorité des marchés financiers
Place de la Cité, Tour Cominar
2640 Laurier Boulevard, Suite 400
Québec QC G1V 5C1
Telephone: 418-525-0337
Fax: 418-525-9512
lautorite.qc.ca(External site for RBC opens in new window)

In Saskatchewan, the Superintendent of Insurance and Real Estate Division of the FCAA is charged with regulating financial products and service providers.

Financial and Consumer Affairs Authority of Saskatchewan
1919 Saskatchewan Drive, Suite 601
Regina SK S4P 4H2
Phone: 306-787-6700
fid@gov.sk.ca

CIRO is the national self-regulatory organization that oversees all investment dealers, mutual fund dealers and trading activity on Canada’s debt and equity marketplaces. CIRO is committed to the protection of investors, providing efficient and consistent regulation, and building Canadians’ trust in financial regulation and the people managing their investments.

CIRO sets and enforces rules for the business and financial conduct of Canadian investment and mutual fund firms and their representatives across Canada.

Clients of a CIRO member who are not satisfied with a financial product or service have a right to make a complaint and to seek resolution of the problem. CIRO investigates complaints about its regulated firms and their advisors and takes enforcement action where appropriate. While CIRO does not review customer service issues, CIRO rules require that firms respond to such complaints.

Contact Information:

• Visit www.ciro.ca (opens to external site) and complete the secure form or downloadable form
• Fax: 1-888-497-6172
• Telephone: 1-877-442-4322
• Email: info@ciro.ca
• How to Make a Complaint | CIRO(opens to external site)

In addition to the regular CIRO complaint process, arbitration is another option available for clients of CIRO Investment Dealer Members (RBC Dominion Securities and RBC Direct Investing). For arbitration services, contact the appropriate arbitrator for your area as shown in the chart below.