Handling Complaints and Questions

Principle #10: Handling Complaints and Questions

Customers may challenge Scotiabank’s compliance with this Code. Scotiabank has policies and procedures to receive, investigate, and respond to customers' complaints and questions.

10.1 Scotiabank has policies and procedures to receive, investigate, and respond to customers' complaints and questions relating to privacy. Scotiabank will inform customers of these policies and procedures, which are generally easy to understand and use. The complaint resolution process and the appropriate contact person are part of these policies and procedures.

10.2 Scotiabank will investigate all complaints received in writing and if it finds a complaint justified, Scotiabank will try to resolve it. If necessary, Scotiabank will take appropriate measures, including changing its policies or procedures, to ensure that other customers will not experience the same problem.

10.3 If a customer is not satisfied with the way Scotiabank has responded to a complaint concerning their personal information, there are a variety of resources available for pursuing the customer's concerns. A list of resources, pertinent to Scotiabank or the product or service about which the customer has a complaint, can be obtained from any Scotiabank branch or office.

10.4 If a customer is not satisfied that Scotiabank is operating in compliance with the requirements of this Code, customers may file a complaint with the privacy regulator or data protection agency of their respective country. Various privacy regulators or data protection agencies have different methods for filing customer complaints. Customers are to ensure their complaints are brought forth through the established process of their jurisdiction. Canadian customers may file a written complaint to the Office of the Privacy Commissioner of Canada.

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec
K1A 1H3
Toll-free: 1-800-282-1376
Phone: (819) 994-5444
Fax: (819) 994-5424
Internet: www.priv.gc.ca