Facts & Figures: FCAC Quarterly Statistics

Between July 1 and September 30, 2009, the Financial Consumer Agency of Canada (FCAC) received 4,876 contacts from consumers, partners and the media. This document provides a breakdown of the types of contacts FCAC received, the method used to contact FCAC and the location where the contacts came from.

For the period: July 1 - September 30, 2009
Consumer inquiries and complaints
	General inquiries	3,383
	General complaints	1,173
Total consumer inquiries and complaints			4,556
	Media contacts		33
	Requests for publications		111
	Outreach		176
Total contacts1				4,876
Method of contact
	Phone calls		4,270
	E-mails		465
	Letters		135
	In-person visits		6
Total				4,876

1. Excludes compliance cases

The following graph provides a breakdown of total contacts received for the period by location.

*The location was not indicated by the consumer.

Contacts by topic

The following chart provides a breakdown of contacts received for the period by topic.

1. Includes publications requested by consumers or publication requests resulting from an outreach initiative.

2. Includes inquiries and complaints on topics such as: branch closures, complaint-handling procedures, estate matters, exchange rates, interest rates, financial institutions' legitimacy and quality of service.

3. Includes inquiries and complaints on topics such as: credit bureaus, credit counseling and debt collection.

4. Includes generic inquiries and complaints received by FCAC, such as requests for regulatory information.

A table providing a detailed breakdown of the number of contacts FCAC received by location and by topic is available. To view this table click here.

Compliance Matters

The information below summarizes the number of compliance cases opened and closed between July 1 and September 30, 2009.

For the period: July 1 - September 30, 2009
Total number of compliance cases opened			124
	Cases resulting from a consumer complaint or initiated by FCAC		45
	Cases resulting from a self-reported complaint from a financial institution1		79
Filings by financial institutions2			38
Total number of compliance cases closed			182
	Number of violations of the law		2
	Number of cases of non-compliance to a Public Commitment and a Code of Conduct		0
	Branch closures	- Requests for meeting pending from previous quarter	1
		- Requests for meeting received this quarter	3
		- Requests for meeting withdrawn	1
		- Requests for meeting not granted	3

The Commissioner's Decisions are posted on our Web site to provide an overview of the types of compliance issues FCAC has reviewed, and the work FCAC has been doing to protect financial consumers. This also serves to inform consumers about their rights and responsibilities when dealing with their financial institution.