Canada’s largest bank gives OBSI the kissoff and spits on clients
The Royal Bank of Canada (RBC) has announced the introduction of a new independent dispute resolution process, effective November 1, 2008. RBC has retained the services of Toronto-based ADR Chambers, an alternate dispute resolution firm, replacing OBSI. RBC had taken strong objection to a number of positive proposed OBSI mandate changes in a Feb. 1, 2008 Comment letter (available on the OBSI website). RBC asserts that it expects the new appeal process will result in quicker response to RBC banking clients' concerns that remain unresolved after review by the RBC Ombudsman. ADR members are all independent contractors who contract individually with the clients through ADR Chambers Inc., a for-profit corporation which provides administrative services to the members and the clients to assist in the delivery of the dispute resolution services. ADR fees will be paid directly by RBC which potentially could give rise to a conflict-of interest ( a la bond rating agencies). The time line goal on a best efforts is 180 days or less but no clear automatic review if this time is exceeded. Their connection to FCAC, law enforcement and OSFI is not yet clear to us. Investment complaints will continue to be serviced by OBSI. HYPERLINK "http://www.adrchambers.com/bankingombuds.htm" http://www.adrchambers.com/bankingombuds.htm Terms of reference at HYPERLINK "http://www.adrchambers.com/terms_of_reference.pdf" http://www.adrchambers.com/terms_of_reference.pdf
Many of the terms of reference are similar to OBSI and the dollar limit is identical-$350,000. But there are some huge disadvantages to using ADR’s services compared to OBSI:
ADR is not committed to following ISO guidelines for external dispute resolution entities
The 2 year Ontario limitations clock is not stopped as is the case with OBSI
ADR will not take on a case until after RBC has self-declared they have completed the process, regardless of any level of reasonableness [OBSI standard is now 90 days]
There is no News Release issued should RBC not accept a recommendation as is the case with OBSI
Unlike OBSI , ADR will not formally deal with systemic cases of financial assault but they may raise the issue with RBC
There is no automatic independent review/assessment of ADR operations
Governance is more opaque even than OBSI
According to OBSI’s 2007 Annual Report just 25 % of banking disputes recommended compensation compared to 61 % of investment cases. Only 7 RBC banking cases were referred to OBSI in 2007. Similar to the current framework with OBSI, the ADR Terms of Reference provide that where a complaint involves an area that falls within their mandate and that of another Ombuds service, ADR will, we are told, cooperate with that service to respond to the complaint. It is our understanding that the all-important process that will be used to engage clients [ referred to as complainants] will be client –friendly as is the case with OBSI and not legalistic as is the case with their work on IIROC arbitrations. Overall, a giant step backward for banking financial consumers. If other banks also go their own way, OBSI could implode and a Government legislated Ombuds service put in place.
from canadianfundwatch.com
