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ARTICLE · 27 MARCH 2020

Federal Financial Consumer Protection Framework – A Closer Look At Complaints

McCarthy Tétrault
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The January edition of our commentary on the new framework outlined some of the changes likely to impact bank governance.

CanadaConsumer Protection

The January edition of our commentary on the new framework outlined some of the changes likely to impact bank governance. The focus of this installment is to examine Division 1 of Part XII.2 of the legislation, which provides interpretative assistance, through its definitions, in applying the provisions of other Divisions.

Of note, is the fact that the definitions, currently scattered across the Bank Act ("the Act") and the regulations, have been consolidated under one section (Division 1) of the Act, making it more efficient and reducing the potential for inconsistency. Some definitions make their appearance for the first time, while others have undergone an expansion in scope. The definition of "complaint" falls into the latter category. 

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