Skip to Content Skip to Subnavigation

OBSI – Ombudsman for Banking Services and Investments

Consumer Portal LoginFirm Portal Login
Français
Increase Contrast
Fran�aisFR Main menu icon Open Menu
  • For Consumers
    • Can OBSI Help?
    • Consumer Bulletins
    • Consumer Portal
    • Consumer Resources
    • FAQs
    • Find Your Firm
    • How the Complaint Process Works
    • How We're Funded
    • Make a Complaint
    • Past Feedback and Input
    • Video Library
    • What to Expect for Consumers

    View our Make a Complaint page

    Make a Complaint

  • For Firms
    • Apply for Membership
    • Fee Payment Structure
    • Firm Bulletins
    • Firm Feedback and Input
    • Firm Helpdesk
    • Firm Portal
    • Firm Resources
    • Participating Firms
    • What to Expect for Firms

    Log in to OBSI Firm Portal

    Firm Login

  • How We Work
    • FAQs
    • Our Approaches
    • Our Service Standards
    • Outreach to Consumers and Firms
    • Reconsiderations and Complaints About OBSI
    • Responsibilities of Firms and Consumers
    • What to Expect From Our Process

    View our FAQs page

    FAQs

  • Case Data and Insights
    • Banking Case Summaries
    • Case Studies
    • Data Cube
    • Quarterly Case Data

    View our Case Studies page

    Case Studies

  • News and Publications
    • Annual Reports
    • Firm Refusals
    • News Releases
    • OBSI News
    • Presentations, Reports and Submissions
    • Print Materials
    • Public Consultations
    • Video Library

    View our OBSI News page

    OBSI News

  • About Us
    • About OBSI
    • Accessibility
    • Careers
    • Contact Us
    • COVID-19 Update
    • Governance
    • How We're Regulated
    • Our History
    • Our Vision
    • Privacy
    • Staff
    • Terms of Reference

    View our Contact Us page

    Contact Us

I'd Like To... Open icon Close Icon
  • Make a complaint
  • Contact OBSI
  • Find my firm
  • Apply for membership
  • Know how the complaint process works
  • Learn more about OBSI's outreach to consumers and firms
  • Subscribe
  • Follow OBSI on Twitter
  • Follow OBSI on LinkedIn

group of people at a conference table

Consumer and Investor Advisory Council

HomeAbout UsGovernanceConsumer and Investor Advisory Council
Print Print link
Share Share icon
  • Open new window to share this page via Facebook Facebook
  • Open new window to share this page via LinkedIn LinkedIn
  • Open new window to share this page via Twitter Twitter
  • Email this page Email
Increase link Increase text size
Descrease link Decrease text size

OBSI's Consumer and Investor Advisory Council (CIAC) was created to provide the input of consumers and investors into OBSI's governance and operations, complementing the input OBSI regularly receives from industry stakeholders and regulatory and government officials. 

The CIAC has provided OBSI’s board with valuable and impactful insights over many years.

On June 13, 2022, OBSI released the results of the 2021 independent evaluation  of its operations and practices for investment related complaints conducted by Professor Poonam Puri. An important recommendation in the report called for OBSI’s board to undertake a strategic review of its governance structure, including considering the role of the CIAC and alternative ways to improve and enhance input from consumer and industry stakeholders.

This strategic governance review is now underway and, as a result, the CIAC’s activities are currently suspended. OBSI’s board is committed to strengthening and enhancing the consumer voice in the organization’s governance and will consider the recommendations of the review carefully.

The board looks forward to consulting broadly on these important governance updates as the organization continues to focus on fulfilling its public interest mandate.


Statement of Expectations


 Annual council activities

2017 - 2020

2020

The primary focus for the CIAC over the course of 2020:

  • Collaborated with the OBSI’s Board of Directors to appoint a new Consumer Interest Director on the board
  • Reviewed and commented on the updated OBSI’s statement for investigation timeliness standards
  • Recommended improvements to the OBSI website and published materials
  • Reviewed the council’s own capacity, membership diversity and skills matrix for future membership renewal
  • Reviewed and provided input on OBSI’s response to Ontario’s Capital Markets Modernization Taskforce consultation
  • Reviewed and provided feedback on OBSI’s Report on Income and Canadian Financial Consumer Complaints and annual consumer survey
  • Participated in the annual strategic planning process with the board and senior management team
2019

The primary focus for the CIAC over the course of 2019:

  • Reviewed the OBSI complaint handling process
  • Recommended improvements to the OBSI website and published materials

  • Provided feedback on the Senior's Report, the online consumer complaint form and the annual consumer survey

  • Recommended changes to the communication of loss calculations

  • Participated in efforts to have the federal government designate OBSI the sole ombuds service for Canada's banks

  • Participated in the annual strategic planning process with the board and senior management team

2018

The primary focus for the CIAC over the course of 2018 was:

  • the development of its Statement of Expectations, which outlines the council's roles and responsibilities
  • renewal of the council membership
  • discussions with the board on OBSI's strategic priorities and the challenges facing consumers and investors
2017

The primary focus for the CIAC over the course of 2017 was the development of its Statement of Expectations, which outlines the council's roles and responsibilities, renewal of the council membership, and discussions with the board on OBSI's strategic priorities and the challenges facing consumers and investors.

Related Documents

These materials are provided on our website at the request of the independent OBSI Consumer and Investor Advisory Council.

October  7, 2019 - Update from the Chair of the Consumer and Investor Advisory Council

Submission of the OBSI CIAC on the Independent Evaluation of the OBSI under Article 4 of the MOU Between Participating CSA Members and OBSI

Comments to OBSI's Board on the 2016 Independent Reviewer's Report

Comments to OBSI Board on Consultation on OBSI's Terms of Reference

Media Release: Consumer Voice Lost Without Independent OBSI, Council Worries

Council Report to the OBSI Board of Directors (January 2012)

Council Position on OBSI Stuck Cases 

Council Response to Independent Reviewer's Report

Media Release: Consumer and Investor Advisory Council to OBSI alarmed by TD Bank decision

Subscribe to this Page
  • Governance
    Toggle Section
    • Board of Directors
    • Board Committees and Policies
    • Consumer and Investor Advisory Council
    • Corporate By-law
    • Financial Statements
    • Independent Evaluations
  • About OBSI
  • Accessibility
  • Careers
  • Contact Us
  • COVID-19 Update
  • How We're Regulated
    Toggle Section
    • Banking Regulation
    • Investment Regulation
  • Our History
  • Our Vision
    Toggle Section
    • Strategic Plan
  • Privacy
  • Staff
  • Terms of Reference
  • For Consumers
  • For Firms
  • How We Work
  • Case Data and Insights
  • News and Publications
  • About Us
  • Other Links
  • Can OBSI Help?
  • Consumer Bulletins
  • Consumer Portal
  • Consumer Resources
  • FAQs
  • Find Your Firm
  • View All...
  • Apply for Membership
  • Fee Payment Structure
  • Firm Bulletins
  • Firm Feedback and Input
  • Firm Helpdesk
  • Firm Portal
  • View All...
  • FAQs
  • Our Approaches
  • Our Service Standards
  • Outreach to Consumers and Firms
  • Reconsiderations and Complaints About OBSI
  • Responsibilities of Firms and Consumers
  • View All...
  • Banking Case Summaries
  • Case Studies
  • Data Cube
  • Quarterly Case Data
  • Annual Reports
  • Firm Refusals
  • News Releases
  • OBSI News
  • Presentations, Reports and Submissions
  • Print Materials
  • View All...
  • About OBSI
  • Accessibility
  • Careers
  • Contact Us
  • COVID-19 Update
  • Governance
  • View All...
  • Privacy
  • Sitemap
  • Accessibility
  • Subscribe to Our News
  • Contact Us
  • Website Feedback
  • View All...

Ombudsman for Banking Services and Investments logo

Toll-Free Telephone: 1 (888) 451-4519
Greater Toronto Area: (416) 287-2877
TTY Telephone: 1 (844) 358-3442

Toll-Free Fax: 1 (888) 422-2865
Greater Toronto Area Fax: (416) 225-4722

Design by eSolutionsGroup

© 2017 Ombudsman for Banking Services and Investments (OBSI), 20 Queen Street West, Suite 2400, P.O. Box 8, Toronto ON M5H 3R3

High Contrast Mode is on

Browser Compatibility Notification

It appears you are trying to access this site using an outdated browser. As a result, parts of the site may not function properly for you. We recommend updating your browser to its most recent version at your earliest convenience.