Voluntary Codes of Conduct and Public Commitments

To help ensure that your consumer rights are protected as an Alterna Bank Client, we have adopted several Voluntary Codes of Conduct and Public Commitments. The following guidelines outline the high standards and level of service you can expect when you bank with us.

• Code of Conduct for the Delivery of Banking Services to Seniors
• Code of Conduct for the Payment Industry in Canada
• Commitment to Provide Information on Mortgage Security
• Commitment on Powers of Attorney and Joint Deposit Accounts
• Commitment on Low-Cost and No-Cost Accounts
• Commitment on Modification or Replacement of Existing Products or Services
• Code of Conduct for Federally Regulated Financial Institutions Mortgage Prepayment Information
• Online Payments
• Canadian Code of Practice for Consumer Debit Card Services 
• Guidelines for Transfers of Registered Plans
• CBA Code of Conduct for Authorized Insurance Activities
• Principles of Consumer Protection for Electronic Commerce
• Model Code of Conduct for Bank Relations with Small and Medium Sized Businesses
• Plain Language Mortgage Documents — CBA Commitment

The Financial Consumer Agency of Canada ("FCAC") oversees adherence to these Voluntary Codes and Public Commitments.

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws. 

Financial institutions are legally required to have a complaint-handling process in place. 

If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments (OBSI).

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.