Firm Bulletin: OBSI launches Proactive Resolution initiative pilot
We are pleased to announce the launch of our Proactive Resolution initiative, a pilot project running from November 1, 2025 to January 31, 2026. This initiative is designed to encourage firms to resolve complaints directly with consumers as early as possible in the OBSI process. We believe early resolution can enhance consumer satisfaction and reduce resource demands, benefiting all users of our service.
Methodology
During the pilot period, any case that is settled directly between a firm and a consumer before an OBSI investigator is assigned will be excluded from OBSI’s fee calculations. For fee setting and billing purposes, cases that have been proactively settled will be treated in the following manner for the next fiscal year’s fees:
- Cases will not be included in sectoral case volumes for the sectoral allocation
- Cases will not be included in bank case volumes for the individual bank fee calculations
For background on OBSI’s fee allocation methodology please see our discussion here: Fee Payment Structure | OBSI.
We believe that excluding cases resolved early in our process from our fee allocations is fair to the resolving firm and is consistent with our goal of ensuring that our firm fees are fair to all participating firms because cases resolved proactively before an investigator is assigned require significantly fewer OBSI resources than those resolved during or after investigation.
How the initiative will be evaluated
OBSI will evaluate the success of the initiative throughout the pilot period using the following criteria:
- The number of cases settled before investigation compared to historical volumes.
- Time elapsed during each stage of the intake process.
- Consumer satisfaction survey results, comparing proactively settled cases to others.
- Interviews with firm representatives to understand operational impacts.
- Feedback from OBSI intake staff on workflow changes.
These insights will inform whether the initiative meets its goals of improving consumer satisfaction and enhancing efficiency for firms and OBSI – and whether it should be extended or modified.
At the conclusion of the pilot, OBSI will publish a follow-up bulletin summarizing the outcomes, including whether the initiative will be extended, modified, or made permanent.
Reporting
There will be no change in the way that proactively settled cases are reported. For reporting purposes, proactively settled cases will continue to be:
- Counted as both “open” and “closed” cases in OBSI’s reporting.
- Labeled with the outcome “settlement prior to investigation.”
- For banking cases, included in the count of cases “resolved to the satisfaction of the consumer,” but no case summary will be published.
- For investment and credit union cases, included in the count of cases “with compensation.”
How to take advantage of this initiative
To make the most of the Proactive Resolution initiative, firms should follow these steps:
- Identify eligible cases early
Firms should consider the characteristics of a case that will make it a good candidate for early resolution. For example, the type of issues raised in the case, the complexity of the case and the value at issue. When a case is opened with OBSI, firms will be notified and asked to submit relevant file materials. During this intake phase – before an investigator is assigned – firms should assess as early as possible whether the complaint has the potential for early resolution. - Engage in direct settlement discussions
When opening a case, OBSI provides consumers with information about what to expect from our process. This information will ensure consumers are aware that their firm may reach out to them to resolve their case proactively. Consumers will be informed that their participation in settlement discussions is entirely voluntary, but that proactive settlements may benefit them by providing a faster and easier resolution to their complaint than a full investigation. Firms should reach out as early as possible to explore settlement options with their customers, while reviewing and preparing their investigation documents for disclosure to OBSI if settlement discussions are unsuccessful. - Notify OBSI of settlement
If a settlement is reached, firms must promptly notify OBSI. OBSI will record the case as closed, with the outcome noted as “settlement prior to investigation.”
FAQs
What kind of cases will be eligible for the Proactive Settlement initiative?
All cases will be eligible for the Proactive Settlement initiative, and it is entirely at the firm’s discretion whether to engage in proactive settlement in any given case. Each firm should establish criteria for proactive settlement that reflect its unique business model and complaint experience.
How long does a firm have to engage with their customer to see if resolution is possible?
We do not propose to add any time to OBSI’s existing case opening and assignment timelines. When firms are informed of a new case opening, we ask that the firm’s documentation be provided within 21 days. Once we receive the firm file, the case is made ready for assignment to an investigator and an investigator is usually assigned within two weeks. Currently due to exceptional case volumes, some cases may take up to four weeks for assignment. We expect that firms will explore the potential for proactive settlement during this case intake and assignment period.
Will reporting be enhanced and how can firms track proactively settled cases during the pilot period?
Firms will be able to see cases and outcomes in the firm portal in real time and in quarterly and annual reporting as they do now. We anticipate no change to the frequency or nature of our reporting.
If a case is opened in one year and proactively resolved in another year, how will this impact fees?
Cases settled through Proactive Resolution during the pilot period, or any extension of the initiative, will be excluded from sectoral and individual firm fee calculations for the subsequent year as follows:
- Cases that were opened in 2025, but proactively settled during the initiative, will be excluded for the purposed of calculating 2027 fees, which are determined in 2026 for the next year.
- Case that are opened in 2026 and proactively settled in 2026 will impact 2028 fees, which are determined in 2027 for the next year.
How will this initiative benefit me as a bank that pays the minimum fees?
Even if your bank currently pays the minimum fees, participating in the Proactive Resolution Initiative can still offer meaningful benefits. By resolving cases early – before an OBSI investigator is assigned – you reduce the number of cases counted toward your future fee calculations. Over time, this could help maintain your minimum fee status or prevent increases if your case volumes rise. Additionally, early resolution improves consumer satisfaction and reduces the time and effort your staff must spend on complaint handling and OBSI investigations.
Can firms opt out of this initiative?
There is no obligation on any firm to engage in early resolution of cases if they do not wish to.
Early resolution of cases is possible now and occurs with some regularity. The initiative does not contemplate any change in our process, except in respect of the accounting for proactively settled cases in our fee-setting process, which we hope will incentivize higher levels of proactive resolution and achieve the goals outlined above.