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
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