Voluntary Codes of Conduct and public commitments
Voluntary Codes of Conduct are non-legislated commitments, voluntarily made by companies, associations and other organizations to influence or control behaviour, for the benefit of both themselves and their communities. Voluntary codes and commitments can address the needs of consumers, workers and citizens while helping companies remain competitive.
Through the Canadian Bankers Association (CBA), the banking industry has developed, and is committed to, several voluntary codes designed to protect consumers. Manulife Bank and its subsidiaries are committed to the following voluntary codes of conduct and public commitments:
- CBA Commitment to Provide Information on Mortgage Security – Outlines nature of information about mortgage security that banks will provide to consumers before they finalize their choice of product so that they have enough information to understand the implications of their choice.
- CBA Commitment on Powers of Attorney and Joint Deposit Accounts – Sets out information about Powers of Attorney that banks will make available to clients wanting to give someone else the authority to do their banking and about joint deposit accounts.
- Code of Conduct for Federally Regulated Financial Institutions – Mortgage Prepayment Information – Ensures that enhanced information is available to assist borrowers in making decisions about mortgage prepayment.
- Commitment on Modification or Replacement of Existing Products or Services – Outlines the procedures for banks to follow when modifying or replacing existing personal products or services.
- Canadian Bankers Association: Online Payments – Outlines consumer and industry responsibilities related to the use of online payment systems in Canada.
- Canadian Code of Practice for Consumer Debit Card Services - Industry practices and consumer and industry responsibilities related to debit cards.
- Guidelines for Transfers of Registered Plans - What to expect and where to get help when transferring a registered savings plan (RSP) between financial institutions.
- CBA Code of Conduct for Authorized Insurance Activities - Outlines the banks' standards for branch employees offering credit, travel and personal accident insurance with respect to training, disclosure, promotion practices, customer privacy protection and customer redress.
- Principles of Consumer Protection for Electronic Commerce: A Canadian Framework - A guide to protecting customers in online transactions, developed with input from industry, government and consumer groups.
- Plain Language Mortgage Documents - CBA Commitment - A commitment by Canada's banks to improve readability of residential mortgage documents.
- Small and Medium-sized Business Code of Conduct - Our pledge to Manulife Bank small and medium-sized business customers.
- Code of Conduct for the Credit and Debit Card Industry in Canada - The Code promotes fair business practices and ensures merchants and consumers understand the costs and benefits associated with credit and debit cards.
To learn more about other voluntary codes of conducts and public commitments that other banks may have committed to, please visit the CBA website. If you would like more information or have a concern relating to the voluntary codes of conduct and public commitments posted here, please contact our Customer Service Center at 1-877-765-2265 or refer to the steps you can take as outlined in our Customer Satisfaction commitment.
About the Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (FCAC) is an independent body working to protect and educate consumers of financial services. The FCAC monitors financial institutions' business practices (voluntary codes of conduct). If you have a complaint relating to a breach of a voluntary code of conduct or public commitment, you can contact the FCAC in writing, by telephone or through their website.
|In writing:||The Financial Consumer Agency of Canada
6th Floor Enterprise Building
427 Laurier Avenue West
Ottawa, ON K1R 1B9