OBSI launches new Consumer Portal to provide improved consumer experience

Toronto, November 18, 2020 – OBSI announced the launch of a new Consumer Portal and improved online experience for consumers, our most recent investments in technology to help make the complaint process easier for consumers and give them convenient online access to their case details all in one place.

With these new systems, consumers who prefer to interact with OBSI electronically will benefit from an improved experience and self-service options. Consumers can submit their complaints online using our improved online submission form that is now even easier to use. The new process allows consumers to:

• Complete the form in their chosen language and select the language (English or French) they would like to access the portal in
• Add additional complainants
• Upload the correspondence they have had with their firm, and explain their complaint in their own words
• Access OBSI’s consent letter with the option to sign it electronically
• Consumers who submit a complaint online will automatically get an invitation to use the portal

Once consumers have submitted their complaint and created their online personal account, the new web-based portal provides additional value and offers services that are responsive to their needs, such as:

• 24/7, on-demand access to key information about their case in real-time
• The ability to see the status of their case at each step
• Personal information protected by a multi-factor authorization login process and strong password requirement
• A secure method to send us case information and documents electronically

The Consumer Portal is also integrated with OBSI’s case and document management systems to reduce the need for manual administration and data entry.
 
Consumers will still be able to access our services and submit a complaint by mail, over the phone or by fax, if they prefer. Consumers who submit their complaints through these traditional channels will also receive an invitation to use the portal once their case record is created if they have provided us with an email address.
 
OBSI is pleased to provide these new solutions to meet consumers’ modern online service expectations and make it easier to exchange information.

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Canada’s Ombudsman for Banking Services and Investments (OBSI) is a national, independent and not-for-profit organization that helps resolve and reduce disputes between consumers and financial services firms in both official languages. OBSI is responsive to consumer inquiries, conducts fair and accessible investigations of unresolved disputes, and shares its knowledge and expertise with the stakeholders and the public. If a consumer has a complaint against an OBSI participating bank or investment firm that they are not able to resolve with the bank or firm, OBSI will investigate at no cost to the consumer. Where a complaint has merit, OBSI may recommend compensation up to a maximum of $350,000.

For more information, contact:
Mark Wright, Director, Communications and Stakeholder Relations
416-287-2877 ext.2225
mwright@obsi.ca