RBC Corporate Responsibility Report and Public Accountability Statement

RBC Financial Group has built our reputation upon a foundation of trust and integrity. One of the ways we do this is to ensure we remain vigilant about consumer protection, and believe that this will help us earn the right to be our clients’ first choice for financial services.

A cornerstone of trust
Throughout the course of our 135 years, RBC has put the highest value on building a relationship of trust with each individual client. This means adhering to the highest principles to ensure client information is secure, and respecting our clients’ choices in how they wish to conduct business.

We publish a series of Straight Talk brochures that clearly define our commitment to clients, covering such topics as privacy and fraud protection, and outline the practices RBC employs to sell products and services. We also ensure our employees understand their responsibilities in earning our clients’ trust.

In addition, we use state-of-the-art technology to safeguard client information and protect their assets, and we have clear resolution processes in place to address client concerns quickly.

Respect for privacy
RBC’s privacy policies govern the behaviour of employees and suppliers regarding the collection, use, confidentiality, disclosure and security of all clients’ personal information. As a condition of employment, all RBC employees must adhere to our Code of Conduct and all other RBC policies, including our established privacy policy and procedures. The Code provides the entire enterprise with the same frame of reference for our day-to-day behaviour. Periodically, every employee must pass a Code of Conduct test. RBC also employs privacy officers at the corporate and business levels and all employees are expected to understand and abide by the Ten Privacy Principles that govern our actions regarding client personal information. RBC’s Privacy Management Committee (PMC), comprising senior representatives from across the enterprise, reviews all relevant policies and practices and red-flags privacy concerns for redress. The PMC reports to RBC’s senior management Ethics and Compliance Committee, which in turn reports to the Conduct Review and Risk Policy Committee of RBC’s Board of Directors.

Resolving client concerns
RBC uses client feedback to improve the quality of our products and services. Clients may provide constructive feedback or express concerns in person, by telephone, mail, fax or the Internet.

If clients’ individual concerns cannot be resolved at the first point of contact, they are referred to RBC’s Customer Relations Centre. The Office of the Ombudsman is the final point of appeal for clients with issues that have not been resolved through our established complaint resolution process. Dispute resolution professionals provide an environment for open discussion and voluntary resolution of unresolved conflicts. The Ombudsman examines commitments made by member companies of RBC Financial Group and reviews their adherence to policy and procedures. The Office of the Ombudsman also recommends changes to improve client experiences.

Information security

RBC Mortgage Team Keith Fenceroy, Mary Markis and Lynn Mendel

The rapid expansion of electronic communication has revolutionized the way we work and deal with our clients. RBC provides the highest levels of security and privacy for the many clients who now use the Internet to conduct business with us.
We constantly review and upgrade our security and privacy controls. Information security is of paramount importance and our employees are trained to be aware of their responsibilities to keep client information safe, secure and confidential.
Whether clients choose to deal with us online, over the telephone or in person, we follow rigorous security procedures and use state-of-the-art technologies to protect information and transactions against unauthorized access, disclosure, alteration and misuse.

RBC constantly monitors our electronic procedures to ensure the safety and privacy of our clients, such as when clients complete online loan applications. For Keith Fenceroy, Mary Markis and Lynn Mendel, information security is of utmost importance. This RBC Mortgage team processes loan applications in Chicago, Illinois.
IMAGE: Don Ontiveros