Firm Bulletin: Proactive resolution initiative pilot extended

We are pleased to announce the extension of our ongoing Proactive Resolution initiative pilot project to April 30, 2026 in order to allow for a more fulsome analysis of the initiative’s outcomes.

This initiative is designed to encourage firms to resolve complaints directly with consumers as early as possible in the OBSI process, which can enhance consumer satisfaction and reduce resource demands, benefiting all users of our service. The pilot was launched on November 1, 2025 for an initial 3-month period.

Preliminary results

Our initial analysis of the key evaluation criteria has shown:

• a moderate increase in the number of cases resolved before investigation
• a moderate increase in the time elapsed during the case intake process for cases that are not resolved proactively
• preliminary feedback from firm representatives and OBSI intake staff have been moderately positive, though parties have noted that further time is required to fully assess the operational impacts of the initiative. 
• we do not yet have sufficient data to assess consumer satisfaction survey results, but anecdotal reports from consumers involved in the proactive settlement process have been largely positive. 

Reason for initiative extension

Given the largely positive preliminary results of the first three-month pilot period with no significant negative impacts, and the ongoing potential for further gains to be realized as participating firms further develop their proactive resolution approaches, we have determined that it is appropriate to extend the pilot project for a further 3-month period. This additional time will also create a larger dataset of cases and allow for a more fulsome analysis of the initiative’s results.

Next steps

The pilot program will continue until April 30, 2026 with no modifications. As we approach the conclusion of the extended pilot period, we will communicate to firms and regulators:

• Our assessment of the success of the program in achieving the anticipated benefits
• Whether we plan to implement any changes to the initiative to better achieve the anticipated benefits or address any unanticipated challenges
• Whether we plan to further extend the pilot program and/or make it permanent.