Customers may challenge the Scotiabank Group Member's compliance with this code. The Scotiabank Group Member has policies and procedures to receive, investigate, and respond to customers' complaints and questions.

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

10.2  The Scotiabank Group Member will investigate all complaints and if it finds a complaint justified, the Scotiabank Group Member will try to resolve it. If necessary, the Scotiabank Group Member 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 the Scotiabank Group Member 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 the Scotiabank Group Member or the product or service about which the customer has a complaint, can be obtained from any Scotiabank Group branch or office. 

10.4  If a customer is not satisfied that the Scotiabank Group Member is operating in compliance with the requirements of this code the customer may file a written complaint with the Commissioner.

Federal Privacy Commissioner
112 Kent Street
Ottawa, Ontario
K1A 1H3
Tel:  1-613-995-8210
Toll free: 1-800-282-1376
Fax:  1-613-947-6850
Internet: www.privcom.gc.ca