Alterna is committed to supporting seniors with their banking needs. We at Alterna have put in place all of the requirements needed to meet the Code of Conduct for the Delivery of Banking Services to Seniors (“the Code”), which guides Canadian banks in their delivery of banking products and services to Canada’s seniors.
Alterna has strengthened our policies and procedures to help employees identify incidents of suspected financial fraud, financial abuse and scams, and indicators that a customer may be suffering from diminished capacity. We have also provided details on how to escalate any concerns in this regard. We have updated our branch closure policy to consider market demographics when proceeding with branch closures, including the needs of seniors.
A Seniors Champion was selected to lead the implementation of the Code; build awareness with Alterna employees of matters affecting seniors; and engage with seniors, organizations representing seniors and subject matter expert.