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.

The banking industry has developed and is committed to several voluntary codes designed to protect consumers.

Cheque Holds
Voluntary commitment - Reduced cheque hold periods

Online Payments
Consumer and industry responsibilities related to the use of online payments 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.

Model Code of Conduct for Bank Relations with Small- and Medium-Sized Businesses
Model code of conduct for bank dealings with small- and medium-sized businesses. The key elements of the model code are incorporated into individual bank codes.

Plain Language Mortgage Documents - CBA Commitment
A commitment by Canada's banks to improve readability of residential mortgage documents.

For more details of these codes of conduct, please contact the Customer Care Unit. In North America, call toll-free 1-800-387-1616 or fax 1-888-414-5951, 24 hours a day, seven days a week. Outside North America, call collect 416-947-2900 or fax 905-755-3003, 24 hours a day, seven days a week. Within Toronto area, call 416-947-2900 or fax 905-755-3003, 24 hours a day,
seven days a week.

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

You may contact the FCAC in writing at 6th floor Enterprise Building, 427 Laurier Ave. W.,
Ottawa ON, K1R 1B9; by calling 1-866-461-3222 (English); 1-866-461-2232 (En Francais)
or through its website at www.fcac-acfc.gc.ca.