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The Federal government has introduced a new Financial Consumer Protection Framework under the Bank Act to further protect customers of banking services. RBC is enhancing and strengthening its consumer protection measures to comply with the framework and provide added security and peace of mind for clients. We believe in earning the right to be our customers’ first choice by building trust and offering appropriate products and services to assist you in meeting your financial needs. Below we highlight some of the recent enhancements.
Alerts
Financial institutions are required to send electronic Alerts to all Personal clients when:
- A bank account balance falls below $100 (or approximate CAD equivalent)
- A credit card balance is within $100 of the credit limit
- An available credit on a Royal Credit Line or RBC Homeline Plan falls below $100
You can choose to manage your Alert settings within the Alert Centre in RBC Online Banking or the RBC mobile app. You can also customize your Alert thresholds, notification methods and products for which Alerts are received. This may help avoid unexpected fees or interest charges, and quickly spot any unusual activity.
Visit Alerts Page(opens new window)Complaints
RBC is simplifying its complaints-handling processes and increasing transparency and speed of resolution.
- If we cannot resolve your complaint within 14 days, we will automatically send it to our specialized Client Care Team for further review and attention. You may request that a complaint be escalated at any time. We will work to resolve all complaints within 56 days
- You will receive written notifications of updates during the complaints process
- The RBC Client Complaints Appeal Office (CCAO) is the most senior designated officer appointed to address escalated complaints within RBC. Their role is to provide an appeal process for complainants.
Other Enhanced Consumer Protections
Our commitment to enhancing consumer protection is driven by our vision of being among the world’s most trusted and respected financial institutions.
Express Consent - One of the ways we earn your trust is by collecting your informed express consent for the banking products and services we provide to you.
Cooling Off Period – We recognize that people sometimes change their minds. For certain products there is a cooling off period in which you can cancel a product with no charges or fees, outside of interest owed/outstanding debt.
Enhanced Disclosures - RBC provides customers with notification of amendments and changes that impact their banking products, including loans, personal banking and credit card accounts. Moving forward, you will receive timely reminders regarding certain promotional rate expirations or renewals, to help you make decisions about a product or service, including information on any rates or fees that apply.
Access to Banking Services - Recognizing that not everyone may have traditional photo ID, we’re making it easier for customers to access banking services. RBC is expanding the types of documents that can be accepted to verify a person’s identity when opening an RBC personal deposit account. In addition, we have increased the government cheque cashing limit for non-clients from $1,500 to $1,750 (conditions apply).
Providing Advice to Meet Your Needs - At RBC, we recommend and provide services that are appropriate for our customers’ needs and circumstances and this is reflected in how we compensate employees. This also applies to third parties who sell RBC products and services.
Advertising - At RBC, we believe that openness and transparency builds trust with our clients. We communicate messages that are accurate, clear, and not misleading in our advertising.
Reporting Misconduct - We ensure that our employees have a safe way of reporting concerns. This also applies to third parties who sell RBC products and services.
At RBC, we have safeguards in place, and monitor the implementation of our policies and procedures, to meet our Consumer Protection commitment to clients.