Consumer protection – Prosper Canada Learning Hub

Spotting AI-generated scams: practical tips to protect yourself

How to resolve a Financial Planner / Financial Advisor complaint

Financial Planners and Financial Advisors

Credit Unions and Deposit Insurance

Technology-Facilitated Economic Abuse: Fact Sheet

Getting your money back: an investor’s guide to navigating Canada’s complaint system

Credit Unions and Deposit Insurance

Artificial intelligence and investor behaviour

Financial Planners and Financial Advisors

Guiding Your Journey: A Toolkit for Lump Sum Payments

Tools and resources

Financial Education

Tools and resources for lump sum payments

*Not Indigenous specific resource

It’s my life – how to build your financial wellness future, AFOA Canada – Narrated PowerPoints focusing on identifying goals, developing a financial wellness plan, getting support and consumer protection
It’s my life – am I prepared?, AFOA Canada – These workbooks help you picture your life in 2 years how would you like to spend your money.
Sixties Scoop, It’s my life “How to build your financial wellness future!”, AFOA Canada – Understanding Sudden Wealth and planning for it.
Receiving a large amount of money from the government, FCAC – This resource includes links to tools on money goals, budgeting, paying debt, savings goals…)*
What to do when you get money from the government, FCAC – Options include cashing a cheque (and information around applicable fee), direct deposit and links to tools*
Managing a financial windfall, CIRO – With a focus on consumer protection, this resource shares ways to avoid frauds and scams but also ways to identify personal financial goals*
You’ve just received a big amount of money. Now what?, FCAC – A cheat sheet of what to consider when receiving a large amount of money.*
How to manage Sudden Wealth in 7 steps, Smart Asset (US) – Advice and further reading on managing a large financial windfall*
How to manage sudden wealth, Wealth Management Canada- In this article both the emotional and financial aspects of receiving a lump sum payment are discussed*
How to deal with Sudden Wealth Syndrome and Manage Newfound Riches, Money Crashers – This article elaborates on what sudden wealth syndrome is and how to deal with it.
Managing large amounts of sudden wealth, Investopedia (US) – Understanding the emotional toll of receiving an unexpected sum of money and how to plan for it with caution.
Indigenous Women in Business- A best practices approach, Aboriginal Business and Community Development Centre – Best practices to assist females entrepreneurs

Tools and resources for consumer protection

*Not Indigenous specific resource

Frauds and scams:

Protecting your money, RBC – This module from RBC’s Financial Literacy for Indigenous Peoples course covers banks and financial institutions, protecting oneself from frauds…

Elder financial abuse:

What every older Canadian should know about financial abuse, Federal/Provincial/Territorial Ministers Responsible for Seniors Forum – This page includes information on what financial abuse is, includes some examples and tips and safeguards you may implement to protect a loved one.*
The many faces of financial elder abuse, Ontario Securities Commission – Learn how to identify and prevent financial elder abuse, plus where to go for help if you or an older person you know is being financially exploited.*
Financial abuse can be elder abuse, First Nations Health Authority article outlines what elder financial abuse is, how you can help an Elder who is financially abused and where to get more information.

Research, reports and guides

Ressources et outils

Éducation financière

Gérer votre argent: Outils et conseils pour vous aider à atteindre vos objectifs, Prospérité Canada – Une série de sept feuilles de travail pour aider les personnes et les familles autochtones à se fixer des objectifs financiers et à les atteindre. Disponible en anglais, français, cri des plaines et ojibwé.
Littératie financière pour Autochtones, RBC – Le cours « Littératie financière pour Autochtones RBC » vous procurera les connaissances nécessaires pour prendre des décisions éclairées et pour atteindre un bien-être financier durable.
Ateliers sur la littératie financière pour les Canadiens vivant dans le Nord, SCHL – Cette série d’ateliers couvrira plusieurs sujets liés à l’achat d’une maison, des hypothèques aux préapprobations en passant par les programmes d’achat de maisons.
S’y retrouver dans les ressources pour l’autonomisation financière des Premières Nations, Fonds pour les habitations du marché des premières nations – Cet article contient des liens vers des outils et des ressources permettant de planifier son parcours financier.
Boîte à outils pour le développement d’entreprises autochtones, les outils et l’information pour vous aider à démarrer et exploiter une entreprise rentable.

Outils et ressources pour les paiements forfaitaires

*Ressource qui n’est pas spécifiquement destinée aux Autochtones.

Recevoir une grosse somme d’argent , ACFC – Cette ressource comprend des liens vers des outils sur les objectifs financiers, le budget, le remboursement des dettes, les objectifs d’épargne…*
Que faire lorsque vous recevez de l’argent du gouvernement., ACFC – Les options comprennent l’encaissement d’un chèque (et des renseignements sur les droits applicables), le dépôt direct et des liens vers des outils.*
Gérer une rentrée d’argent providentielle, OCRI – Cette ressource, qui met l’accent sur la protection des consommateurs, propose des moyens d’éviter les fraudes et les escroqueries, mais aussi d’identifier les objectifs financiers personnels.*

Outils et ressources pour la protection des consommateurs.

*Ressource qui n’est pas spécifiquement destinée aux Autochtones.

Les fraudes et arnaques:

Comment gérer votre argent avec assurance, RBC – Ce module du cours Littératie financière pour Autochtones de RBC porte sur les banques et les institutions financières, la protection contre les fraudes…

Exploitation financière des personnes âgées :

Ce que tous les Canadiens âgés devraient savoir au sujet de l’exploitation financière, Forum fédéral, provincial et territorial des ministres responsables des aînés – Cette page contient des renseignements sur ce qu’est l’exploitation financière, des exemples et des conseils, ainsi que des mesures de protection que vous pouvez mettre en œuvre pour protéger un proche.*
Les nombreuses facettes de l’exploitation financière envers les personnes âgées, La Commission des valeurs mobilières de l’Ontario – Apprenez comment identifier et prévenir l’exploitation financière des personnes âgées, et où trouver de l’aide si vous ou une personne âgée que vous connaissez êtes victimes d’exploitation financière.*

Recherche, rapports et guides

Des communautés autochtones regagnent leur indépendance économique, CPA Canada – De meilleures connaissances financières jettent les bases d’une plus grande autonomie.
Services du secteur bancaire aux communautés autochtones, ABC Bancaire – Les banques du Canada reconnaissent leur responsabilité dans la promotion d’un avenir plus inclusif et durable pour les personnes, les entreprises et les communautés autochtones. Cette page Web présente les services que les banques canadiennes offrent aux Autochtones.

Fraud Long-haul scammers: Fraudsters who invest time to take your money

Financial Exploitation of Older Adults

Investor’s guide: cryptocurrencies

Long-haul scammers: Fraudsters who invest time to take your money

Financial abuse – it’s not your fault

Fraud prevention toolkit for older adults

Annual information about your investment fees

The Benefits of Working with a CIRO Member

Where We Fit in the Canadian Securities Regulatory Framework

Seeking Financial Compensation?

Complaints Outside of CIRO’s Jurisdiction

Choosing a financial institution

The many faces of financial elder abuse

How to Make a Complaint with CIRO

Artificial Intelligence (AI) and Investment Fraud

What to Do If You’re a Victim of Fraud

How to Protect Yourself Against Fraud and Scams

Why You Should Consider Appointing a Trusted Contact Person

3 Things You Should Never Do With Your Investment Advisor

Avoiding Fraud and Protecting Your Investments

A Cyber Security Toolkit for Newcomers to Canada

An Introduction to Trauma- and Violence-Informed Approaches in Financial Literacy Education

Eight common investment scams and how to spot them

Women’s Economic Empowerment: A Double-Edged Sword for Gender-Based Violence

Online employment and job scams – how to recognize the red flags

Smart steps for sidestepping the latest QR code tricks

Canadian crypto survey results for 2023

Your guide to housing and mortgage support in Canada

A fine line: Finding the right seniors’ poverty measure in Canada

The state of economic abuse in Canada

Social policy implications for a less-cash society

How to spot sketchy debt advice

Banks responding to unique financial needs of seniors

Protect yourself and your family: spotting the signs of financial abuse

What is risk tolerance in investing?

Threats and intimidation to pay your tax bill? How to spot tax season scams

During the income tax filing season, scammers pose as representatives of the Canada Revenue Agency (CRA) in an attempt to trick you into sending payment for fictitious "debts" or into providing sensitive personal information that they can use to commit fraud.

Learn more on how to spot tax season scams and what to do if you are the victim of fraud.

Cyber security awareness quizzes

Discover a new quiz site to help Canadians and Canadian small businesses protect against phishing scams.

The Canadian Bankers Association has created four quizzes for Canadians to learn more about cyber fraud and how to prevent becoming a victim.

Quiz #1: Phish, vish, smish

Quiz #2: Social engineering: a peek behind the curtain

Quiz # 3: Protecting your small business from phishing attacks

Quiz #4: How to protect yourself and others

Do you know how to prevent fraud?

Test your knowledge on fraud prevention by answering these 11 questions.

Getting Your Money Back: An Investor’s Guide to Navigating Canada’s Complaint System

If you have a complaint, it is important you fully understand your rights, so that you don’t feel taken advantage of during the process.

After reading the guide, you will:
● Know how and who to contact when you first make a complaint.
● Understand your basic rights during the process, including how much time your bank or investment firm has to resolve your complaint.
● Know when and where to bring your complaint, if you are not satisfied with your bank’s or investment firm’s response.
● Learn what other options may be available to you, if you are still not happy with the outcome.
● Be aware of time limits that may affect you.

Disponible en Francais

Research to help FSRA improve the lives of vulnerable consumers

Financial Services Regulatory Authority of Ontario commissioned a research study that focused on consumer attitudes, how consumers are engaging with financial services, and consumer characteristics such as vulnerability.

Insights from the research are allowing FSRA to better understand the realities of consumers’ changing financial lives and helping to identify key opportunities to respond to the needs of vulnerable consumers.

2022 Consumer Research Study highlights.

2022 Consumer Research Study full report

Insights into the risks and benefits of digital financial services for consumers

One of the consequences of social distancing and other restrictions, during the pandemic, such as those on business operating hours, is that consumers spent more of their time searching for information, shopping, and streaming entertainment on-line. With more free time on their hands and money in the bank, a larger percentage of the population took up an interest in investing, often through on-line brokerage platforms or in the cryptoasset markets.

Because consumers have been spending more time on-line since the start of the pandemic, they have been more exposed to on-line fraud. In addition to phishing and malware, consumers are dealing with known scams but in digital form, often on social media.

For some consumers, the evergrowing number of reliable and accessible information sources could lead to information overload, also known as “infobesity, where there is so much information that the consumer cannot process it all. Infobesity can lead to decision paralysis.

In this paper the AMF make the most of their 360-degree view on the financial industry’s digital transformation to review the main changes that occurred in each of their areas of focus, describe the risk of digitalization for the consumers of financial products and services and present the potential opportunities that have been identified to mitigate these risks.

Crypto Quiz

Are you considering investing in crypto assets, but aren’t sure whether it’s right for you, legal or just a scam? Test your crypto knowledge and learn how to spot the warning signs of fraud using OSC's quiz.

Fraud alert videos

Learn more about fraud in this latest set of videos by the Ontario Securities Commission.

Investment fraud
Pump and dump scams
Fake government messages
Warnings about your finances
Work from home scams
Quick high-return schemes

Research study: Crypto assets 2022

This study by the Ontario Securities Commission examines Canadians’ crypto ownership and knowledge. It found 13% of Canadians currently own crypto assets or crypto funds. The study also found most Canadians did not have a working knowledge of the practical, legal and regulatory dimensions of crypto assets. Crypto assets were believed to play a key role in the financial system by 38% of those surveyed. The study provides a profile of crypto owners, their reasons for purchasing crypto assets or crypto funds, the role of financial advice, impact of advertising, and the experience of crypto owners with crypto trading platforms.

Cyber security awareness

The Canadian Bankers Association has created a new Cyber Security Awareness Quiz site to test your knowledge and ability to spot a “phishy” email, message or text.

Cyber security & fraud prevention learning guide

Banks take fraud very seriously and have highly sophisticated security systems and teams of experts to protect you from financial fraud. As a banking customer, there are also simple steps you can take to recognize cyber crime and protect your personal information and your money. Educating yourself, your family and your employees about cyber safety can seem overwhelming, but it doesn’t have to be that complicated and the CBA has developed a learning path to help.

Beware: Crypto scams on the rise

Fraudsters often use emotions to lure people in, making a person feel afraid of missing out on an opportunity that others are profiting from. With all the cryptocurrency hype in the media and online, it’s no surprise that scammers are taking note and trying to cash in on investors’ interest in digital currencies. Read this article for more information on the top crypto-related scams you should know.

Beware of One Time Passcode scams with these tips

While cyber criminals are always looking for ways to trick you into revealing information they can use to access your accounts, we have a few simple tips to avoid getting tricked by “one time passcode” scams that you may encounter while attempting to access your accounts securely.

Cyber security toolkit

There are also simple steps you can take to recognize cyber threats and protect yourself. With a cyber hygiene checklist and tips on how to spot common scams, the CBA’s Cyber Security Toolkit can help you protect against online financial fraud.

Cyber security checklist

Getting cyber safe doesn't have to be complicated. With the right resources and tools, you can stay safe and secure online. Here's a handy checklist for protecting your data online.

Rising adoption of contactless payments and digital wallets: 3 key takeaways

Over the last two years, digital payment solutions, including peer-to-peer apps, digital wallets, and contactless payment solutions, have grown in popularity and adoption. With 125 million American mobile payment users predicted by 2025 Commonwealth sought to understand the potential for these payment apps as a channel to advance inclusive and equitable financial access.

Reporting fraud

A comprehensive set of articles are available on the Ontario Securities Commission website on how to identify and report fraud as well as what to do if you have been defrauded.

What to do if you are defrauded

Financial fraud can be stressful and time-consuming experience. It can affect you both financially and emotionally.

If you are defrauded, or suspect that you may have been defrauded, follow the steps outlined in this article.

A guide to the best robo-advisors in Canada for 2022

Robo-advisors first arrived in Canada in the beginning of 2014 presenting young and middle-income investors the option of having their savings passively managed in a bundle of exchange-traded funds (ETFs) matched to their goals and risk tolerance for about a penny on the dollar per year: A perfect set-it-and-forget it solution for people with better things to do.

Fast forward to today and the honeymoon atmosphere has dissipated. Against the backdrop of an extraordinarily long-lived bull market in stocks, active management has made a comeback (not least in the ETF space), exotic asset classes like cryptocurrency are on the rise, and new competition is coming from asset-allocation ETFs that do the job of portfolio management all in one security.

Suddenly robo-advisors find themselves having to prove their worth anew, all the while trying to establish a profitable business model in a low-margin corner of the investment universe. It’s surprising, really, because amid all the competition their fee structures and value proposition are as good as or better than ever.

Investors now must probe deeper in their choice of robo-advisor, asking tough questions around performance, risk and the composition of portfolios. The 2022 survey of the Canadian robo industry shows, they’re not all the same.

Types of fraud

Checking registration

Checking registration helps protect you from unqualified or fraudulent individuals. Always check the registration of any person or business trying to sell you an investment or give you investment advice by using the Canadian Securities Administrators’ National Registration Search.

Titles like financial advisor, financial planner, investment consultant, and investment specialist aren’t legally defined terms or official registration categories. Some advisers or dealers may have designations that allow them to use specific titles, such as Certified Financial Planner (CFP), Chartered Professional Accountant (CPA) or Chartered Financial Analyst (CFA). Checking registration tells you what specific products and services they are (and aren’t) qualified to offer you, regardless of title.

Financial consumer protection framework

This presentation provides information about the FCAC's public awareness strategy for Canada's new Financial Consumer Protection Framework including an overview of FCAC's planned activities and resources and highlights the importance of collective action to inform Canadians.

Additional promotional toolkits can be found on the FCAC website.

Turning aces into assets

Ontario has just become the first province to open its legal gambling market to private internet gaming providers. As of April 4, 2022, Ontarians can play casino-style games online and place bets on sports, including single games, through sites regulated by iGaming Ontario. According to the provincial regulator, the launch of iGaming marks the triumph “of a legal internet gaming market” over “its previous grey market standing.” But as with all forms of gambling, this development has a dark side. It was only a matter of time before Ontario expanded its gambling market—not because of popular demand, but because the provincial government is addicted to gambling money and is eager to seize any opportunity to get more of it, regardless of the costs to the people it is supposed to protect.

This report provides the background of gambling in Ontario, outlines the new risks with iGaming and offers four policy options.

Grandparent scams and how to avoid them

Imagine a loved one is in trouble or hurt. You get a call asking for urgent help. You’d likely want to act right away because you care about them. Exploiting family ties is the driving force behind grandparent scams — or emergency scams.

This article from the OSC can help you to protect yourself from becoming a victim of an emergency scam.

Watch this new video to learn more about grandparent scams.

Behavioural bias checker

Being aware of potential biases can help you become a better decision-maker. Use this tool to improve your awareness of different behavioural biases or “blind spots” that may influence your decisions.

2022 Budget submission

Prosper Canada has submitted a budget to highlight that a plan is needed to ensure that vulnerable people are not made to repay unmanageable CERB/CRB debts, to pay back the income people lost when their refundable tax benefits were clawed back because of CERB, and to guarantee that CRB and CWLB are not clawed back from refundable tax credit payments in the 2021 and 2022 tax years.

Protecting aging investors through behavioural insights

This report identifies behaviourally informed techniques dealers and advisers can use to encourage their older clients to provide the necessary information for enhanced investor protection measures.

Let’s talk money- seniors edition

Open, honest conversations about money are one of the keys to building a healthy relationship with your family, across the generations.

With a little preparation, talking about financial matters can help build trust, deepen connections, relieve stress and lead to greater peace of mind.

Yet for many people, these conversations can be difficult. In some families, money is just not something you talk about. The same applies to wills, inheritances, senior living, end-of-life care and many more topics that matter most to seniors.

Let's Talk About Money: Seniors' Edition -- wants to help you change that. There are tips to help parents talk with adult children and tips for adult children to have meaningful money conversations their parents.

The most important thing is to have these conversations early, before there’s a crisis. So let's start talking.

Hunger, Poverty, and Health Disparities During COVID-19 and the Federal Nutrition Programs’ Role in an Equitable Recovery

The health and economic crises brought on by the coronavirus 2019 (COVID-19) pandemic has made the federal nutrition programs more important than ever. An unacceptably high number of people in America do not have enough to eat, and it is likely that the economic recovery for families who struggle to put food on the table will take years.

Recovery will be particularly challenging for those groups that have suffered disproportionate harm from COVID-19. Inequities, also referred to as disparities, “adversely affect groups of people who have systematically experienced greater obstacles […] based on their racial or ethnic group; religion; socioeconomic status; gender; age; mental health; cognitive, sensory, or physical disability; sexual orientation or gender identity; geographic location; or other characteristics historically linked to discrimination or exclusion.”

Economic Abuse: Coercive Control Tactics in Intimate Relationships

This infographic explores 3 forms of economic abuse and associated tactics used to coercively control intimate partners.

These abusive tactics are compounded by economic systems that systemically oppress groups including Black, Indigenous, and people of colour; people with disabilities; people with precarious immigration status; and gender-oppressed people.

Economic abuse consists of behaviours to control, exploit, and sabotage an individual’s resources. It limits the individual’s independence and autonomy.

Compared to financial abuse which usually only focuses on money, economic abuse includes a more expansive range of behaviour that affects things like employment, food, medicine, and housing.

Economic abuse is often used to coercively control individuals, such as intimate partners. It occurs in conjunction with further forms of abuse, like physical and sexual violence. Economic abuse can make it more difficult for survivors to escape violence since they may not have the resources to secure long-term housing and employment while meeting basic needs for themselves and potentially their children.

Your trusted contact person and why they matter

The Trusted Contact Person initiative has been adopted across Canada.

It is part of new regulatory measures to support advisors in their efforts to help investors, particularly older investors and vulnerable, protect themselves and their financial interests.

Canadian seniors are increasingly called upon to make complex financial decisions, with higher stakes, later in life than ever before. For many, health, mobility, or cognitive changes that can occur with age, may affect their ability to make these decisions. This can make seniors more susceptible to financial exploitation and fraud. In fact, about half of the victims of investment fraud are over age 55.

Watch this new video on understanding the importance of appointing a trusted contact person.

A guide to protect yourself against investment fraud

15 percent of Canadians are ‘underbanked’ — here’s what that means and why it’s a barrier to equitable recovery

Research shows that 15 percent, or close to five million Canadians, are underbanked, and three percent are completely unbanked, meaning that they have very limited or no access to financial services within the traditional banking sector.

Ironically, underbanked individuals often come from low-moderate income backgrounds which put them at a higher need for accessible financial services. However, factors like low credit scores, high credit card fees, and non-sufficient fund fees are major barriers that shut Canadians out from banks.

Instances of explicit racism while banking, which include being handcuffed when trying to open a bank account, have further diminished the trust in banks for many Black, Indigenous and people of colour.

Scam spotter tool

Are you considering a new investment?

Use this tool to learn how to spot the warning signs of fraud, and to learn how to protect yourself from suspected scams.

FCAC new consumer information – electronic alerts

Le français suit l’anglais.

As of June 30, 2022, banks will be required to send electronic alerts to their customers to help them manage their finances and avoid unnecessary fees. Some banks have already started sending these alerts to their customers. The electronic alerts are part of the new and enhanced protections in Canada’s Financial Consumer Protection Framework (the Framework) that comes into effect on June 30, 2022.

To inform Canadians about electronic alerts and their benefits, the Financial Consumer Agency of Canada (FCAC) published new consumer information on electronic alerts, developed an infographic, and prepared social media content that you can use on your own social media channels.

Under the Framework, banks will be required to:

disclose key information to help their customers make timely and informed decisions
provide customers with more timely complaint-handling services
offer and sell products or services to customers that are appropriate for their circumstances
respect new rules to avoid misleading customers or applying undue pressure on customers when selling them products and service

À compter du 30 juin 2022, les banques seront tenues d’envoyer des alertes électroniques à leurs clients afin de les aider à gérer leurs finances et à éviter de payer inutilement des frais, ce que certaines ont déjà commencé à faire. Ces alertes font partie des mesures de protection nouvelles ou améliorées prévues dans le Cadre de protection des consommateurs de produits et services financiers du Canada (le Cadre) qui entre en vigueur le 30 juin 2022.

Pour informer les Canadiens et les Canadiennes à propos des alertes électroniques et de leurs avantages, l’Agence de la consommation en matière financière du Canada (ACFC) a publié de nouveaux renseignements à ce sujet pour les consommateurs. Elle a également créé une infographie et préparé du contenu pour les réseaux sociaux que vous pouvez utiliser dans vos propres comptes de médias sociaux.

En vertu des dispositions du Cadre, les banques seront tenues :

de communiquer aux consommateurs des renseignements importants pour les aider à prendre des décisions éclairées en temps opportun;
de fournir à leurs clients des services plus rapides de traitement des plaintes;
de veiller à ce que les produits et services qu’elles offrent ou vendent à leurs clients leur conviennent, compte tenu de leur situation;
de respecter de nouvelles règles de protection des consommateurs afin d’éviter de leur fournir des renseignements trompeurs ou d’exercer des pressions indues sur eux lorsqu’elles leur offrent ou leur vendent des produits et services.

Annual report of credit and consumer reporting complaints: an analysis of complaint responses by Equifax, Experian and TransUnion

This report summarizes the information gathered by the Consumer Financial Protection Bureau (CFPB) regarding certain consumer complaints transmitted by the CFPB to the three largest nationwide consumer reporting agencies - Equifax, Experian and TransUnion.

Fraud Prevention Toolkits

In 2021, losses reported to the Canadian Anti-Fraud Centre reached an all time high of 379 million with Canadian losses accounting for 275 million of this. Fraud Prevention Month is a campaign held each March to inform and educate the public on protecting yourself from being a victim of fraud.

This year's theme is impersonation, and focuses on scams where fraudsters will claim to be government official, critical infrastructure companies, and even law enforcement officials.

This collection of fraud prevention toolkits is available in English and French.

In English:

En Français:

Personnes d’âge moyen

Jeunes Adultes

Entreprises

Making more purchases online? Beware of fake websites and phony retailer apps

Many of us have shifted some of our shopping online during the pandemic – it’s easy and very often you can have items delivered right to your door. Criminals are taking advantage of the increased popularity of online shopping by creating fake websites and apps that look authentic but are just a ploy to steal your personal information.

The Canadian Banker's Association helps you identify fake websites and apps and shares tips on how to protect yourself while shopping online and what to do if you are a victim of an online shopping scam.

Strengthening Canada’s External Complaint Handling System

Canada’s external complaint handing structures and processes play a critical role in levelling the playing field for consumers and financial service providers, helping to offset the inevitable imbalance of power between large financial institutions and individual consumers. Prosper Canada welcomes the opportunity to provide recommendations for strengthening what is currently a weak and inadequate alternative dispute resolution system.

CFPB Consumer Education Resources

Resources to provide consumers up-to-date information to protect and manage their finances during the coronavirus pandemic. Resources include:

mortgage and housing assistance
managing your finances
student loans
avoiding scams

And resources for specific audiences, including:

older adults & their families
parents & kids
people experiencing homelessness

Unconnected: Funding Shortfalls, Policy Imbalances and How They Are Contributing to Canada’s Digital Underdevelopment

In an effort to understand the challenges and opportunities facing civil society and community organizations working to improve the quality of Canada’s internet, the Canadian Internet Registration Authority (CIRA) commissioned research firm The Strategic Counsel to conduct a qualitative and quantitative assessment of stakeholder perceptions of the nation’s digital philanthropy landscape.

The research results show that digital development in Canada is underfunded, piecemeal, ad hoc and unorganized despite stakeholders sharing many of the same goals. The research results show that digital development in Canada is underfunded, piecemeal, ad hoc and unorganized despite stakeholders sharing many of the same goals – the connecting of Canadians to the internet in an affordable and reliable manner so that they can comfortably and knowledgeably participate in an increasingly digital economy and society. The research also found that these goals and the challenges surrounding them have only become more pressing with the onset of the COVID-19 pandemic, a global crisis that has pushed nearly every aspect of our daily lives online.

Barriers to Digital Equality in Canada

Internet is an essential service. As technology increasingly shapes our world, it is important that Canadians can keep up with the rapid changes, latest skills and emerging industries. Unfortunately, not every resident of Canada is able to access these opportunities to unlock a potentially brighter future.

AIC and ACORN partnered to undertake research with low and moderate income Canadians, in order to uncover the barriers to digital equity that exist in Canada today and shine a light on the urgent need to tackle these barriers to ensure equal access to digital opportunities.

Investing and The COVID-19 Pandemic: Survey of Canadian Investors

The Investor Office conducted this study to further our understanding of the experiences and behaviours of retail investors during the COVID-19 Pandemic. The study explored several topics including the financial preparedness, savings behaviour, financial situations, changing preference, and trading activity of retail investors. Key findings include that 32 per cent of investors have experienced a decline in their financial situation during the pandemic while 16 per cent have experienced an improvement. Half of investors have not done any trading during the pandemic, but of those who have been trading, 63 per cent have increased their holdings.

Creating Financial Security: Financial Planning in Support of a Relative with a Disability

This handbook covers the following topics:

An understanding of why financial planning is important and how to align your financial objectives with your life goals and values.
An overview of common financial planning components and tools available to individuals with a disability (including the ODSP, RDSP, DTC, and more).
Common financial planning strategies for young, middle-aged and older families.
Tips for finding a good financial advisor.
Common pitfalls people make when it comes to planning for a loved one with a disability, and how to avoid them.

COVID-19 Fraud Alerts

GetSmarterAboutMoney.ca is an Ontario Securities Commission (OSC) website that provides unbiased and independent financial tools to help you make better financial decisions. This series of videos increases awareness of fraudulent activity during COVID-19. Topic include:

Pump-and-dump scams
Fake government messages
Warnings about your finances
Work from home scams
Signs of investment fraud
Quick high-return schemes

State of Fair Banking in Canada 2020: Borrower and Lender Perspectives

The DUCA Impact Lab defines fair banking as any financial product or service that lives up to the following set of principles:

Pricing is clear, transparent, and well understood
Pricing is representative of the cost of funds, cost of administration and risk, rather than what the market will bear
It is clear to all parties how any personal data is being used by the lender
Personal data is only used for purposes agreed to by both the borrower and lender
The terms and conditions, including penalties and the rights of each party are clearly explained and well understood by both lender and borrower
Products are only recommended that will bring the borrower closer to their expressed goals
The borrower is clear on what the institution will do (and not do), with deposits to earn a return
The assessment of risk is objective, transparent and not prejudicial
Financial institution recommendations are not biased towards in-house product recommendations
Products empower consumers when they need access to financial services, not just when they do not

Their Fair Banking 2020 report presents data on the following areas:

Debt load and its impact on Canadians
Financial confidence
Divide between borrowers and lenders
How financial products are priced
Poor credit and ability to access to financial product and services
Demographic snapshot: People of colour and Indigenous Canadians

Stop Overpaying, Start Switching

In the past year, 1 in 4 Canadians surveyed renegotiated their contracts or switched providers to take advantage of better deals and services.

This webpage provides information on switching or renegotiating your contract to reduce your monthly bills and get better products and services.

Consumer Price Index Personal Inflation Calculator

This interactive tool created by Statistics Canada allows you to explore your personal rate of inflation, based on the goods and services you consume.

The Consumer Price Index (CPI) is the official measure of inflation in Canada. It is representative of the change in prices experienced by the average Canadian household. However, your personal experience of inflation may not perfectly match the Canadian average due to differences in your spending habits. The Personal Inflation Calculator accounts for those differences and provides a measure of inflation unique to you.

2019 Financial Literacy Annual Report

The 2019 Financial Literacy Annual Report of the Consumer Financial Protection Bureau highlights the Bureau’s Start Small, Save Up campaign, the Office of Financial Education’s foundational research, in conjunction with the Office of Older Americans, to understand the pathways to financial well-being, the Office of Servicemembers Affairs’ Misadventures in Money Management online training program, the Office of Older Americans’ Managing Someone Else’s Money guides, and the Office of Community Affairs’ Your Money, Your Goals toolkit, along with other direct to consumer tools, community outreach channels, and areas of research.

2020 Financial Literacy Annual Report

The 2020 Financial Literacy Annual Report details the United States' Bureau of Consumer Financial Protection's financial literacy strategy and activities to improve the financial literacy of consumers. Congress specifically charged the Bureau with conducting financial education programs and ensuring consumers receive timely and understandable information to make responsible decisions about financial transactions. Empowering consumers to help themselves, protect their own interests, and choose the financial products and services that best fit their needs is vital to preventing consumer harm and building financial well-being. Overall, this report describes the Bureau’s efforts in a broad range of financial literacy areas relevant to consumers’ financial lives. It highlights our work, including the Bureau's:

Response to the COVID-19 pandemic
Pivot to financial resilience
Start Small, Save Up campaign
Foundational research to understand the pathways to financial well-being
Misadventures in Money Management online training program
Managing Someone Else’s Money guides
Your Money, Your Goals toolkit
Paying for College tool
Direct to consumer tools, community outreach channels, and areas of research

Guide de recours : Lors d’un conflit avec un fournisseur de communication

A guide for consumers to help with problems related to communications services. Information is provided to allow consumers to better assert their rights and facilitate the resolution of a dispute with communication service providers. (Please note this is a French-language resource.)

Union des consommateurs - communicationservices

Bien choisir son crédit : un guide pratique [A Practical Guide to Making Smart Credit Choices]

A guide comprised of 12 fact sheets for consumers to learn more about credit, grouped into the following topics: general information, warnings, credit products, and comparison tables. (Please note this is a French-language resource.)

Financial Consumer Protection responses to COVID-19

This policy brief provides recommendations that can assist policy makers in their consideration of appropriate measures to help financial consumers, depending on the contexts and circumstances of individual jurisdictions, during the COVID-19 crisis. These options are consistent with the G20/OECD High Level Principles on Financial Consumer Protection that set out the foundations for a comprehensive financial consumer protection framework.

Roadblock to Recovery: Consumer debt of low- and moderate-income Canadians in the time of COVID-19

Almost half of low-income households and 62 per cent of moderate-income households carry debt, with households on low incomes spending 31 per cent of their income on debt repayments, according to a new report published by national charity, Prosper Canada.

This report analyzes the distribution, amount and composition of non-mortgage debt held by low- and moderate-income Canadian households and explores implications for federal and provincial/territorial policy makers as they develop and implement COVID-19 economic recovery plans and fulfill their respective regulatory roles.

Report on Income and Canadian Financial Consumer Complaints

Disability Alliance BC

Disability Alliance BC supports people in British Columbia with disabilities through direct services, community partnerships, advocacy, research and publications.

Their website provides information on disability benefits including the Disability Tax Credit (DTC), CPP Disability, Registered Disability Savings Plans (RDSP) and more.

Questions and answers to legal topics in Ontario

The Community of Legal Education Ontario (CLEO) website contains answers to common questions pertaining to a number of legal topics, including: COVID-19, debt and consumer rights, and employment and work.

Debt settlement and financial recovery companies: too risky an option?

This report presents a study of the debt settlement and financial recovery industry and examines Canadian consumer issues from these services.

Data is gathered from company websites and contracts as well as customer surveys and questionnaires completed by governmental and non-governmental organizations. A comparative study of legislation applicable to the industry is also conducted.

Identity theft

Identity thieves try to use your personal information to take money from your bank account, shop with your credit card, or even commit crimes in your name. This publication explains how to spot the warning signs of identity theft, how to protect yourself, and what you can do if it happens to you.

Beware of scams related to the coronavirus

Scammers are taking advantage of the coronavirus (COVID-19) pandemic to con people into giving up their money. Though the reason behind their fraud is new, their tactics are familiar. It can be even harder to prevent scams right now because people 62 and older aren’t interacting with as many friends, neighbors, and senior service providers due to efforts to slow the spread of disease.

This blog post presents consumer protection toolkit resources produced by Consumer Financial Protection Bureau in addition to tips for consumers regarding COVID-19 related scams.

New Risks and Emerging Technologies: 2019 BBB Scam Tracker Risk Report

The Better Business Bureau Institute for Marketplace Trust (BBB Institute) is the 501(c)(3) educational foundation of the Better Business Bureau (BBB). BBB Institute works with local BBBs across North America.

This report uses data submitted by consumers to BBB Scam Tracker to shed light on how scams are being perpetrated, who is being targeted, which scams have the greatest impact, and much more. The BBB Risk Index helps consumers better understand which scams pose the highest risk by looking at three factors—exposure, susceptibility, and monetary loss. The 2019 BBB Scam Tracker Risk Report is a critical part of BBB’s ongoing work to contribute new, useful data and analysis to further the efforts of all who are engaged in combating marketplace fraud.

Update February 24, 2022: BBB Scam Tracker- Risk Report 2020

COVID-19: Managing financial health in challenging times

This guide from the Financial Consumer Agency of Canada shares guidelines and financial tips to help Canadians during COVID-19. The topics include: getting through a financial emergency, where to ask questions or voice concerns, what to do if your branch closes, and more.

State of Fair Banking in Canada

Everyone needs to bank and nearly everyone has a relationship with at least one financial institution. Financial Institutions need relationships with consumers too, in order to thrive as businesses. The role these relationships play in financial decision making for Canadians is an important consideration for anyone seeking to understand the financial health of Canadians and the impact of the banking sector in Canada. This report discusses the findings from a national sample of both banking consumers and lenders who were asked about their perspectives on fairness, access, credibility and transparency.

Video: Debt collection scams

Dealing with debt collection issues can be challenging—especially when you’re not sure if the person you’re being contacted by is a legitimate debt collector or someone trying to scam you. This video from the Consumer Financial Protection Bureau in the United States shares useful tips on spotting debt collection scams and protecting yourself from scammers.

Consumer Perspectives on Fintech

This brief raises consumer perspectives on financial technology (fintech), and offers guidance for fintech developers on how to best serve low- to moderate-income clients.

Protecting vulnerable clients: A practical guide for the financial services industry

Firms and representatives in the financial services industry occasionally encounter situations where a client’s vulnerability causes the client to make decisions that are contrary to his or her financial interests, needs or objectives or that leave him or her exposed to potential financial mistreatment.

Because of the relationships they develop with their clients and the knowledge they acquire about clients’ financial needs or objectives over time, firms and representatives in the financial sector can play a key role in helping people who are in a vulnerable situation protect their financial well-being. They are instrumental in preventing and detecting financial mistreatment among consumers of financial services. Firms and representatives can also help clients experiencing financial mistreatment get the assistance they need.

This guide proposes possible courses of action to protect vulnerable clients. Its purpose is to provide financial sector participants with guidance on the steps they can take to help protect clients’ financial well-being, prevent and detect financial mistreatment, and assist clients who are experiencing this type of mistreatment.

Tout Bien Calcule

Pour souligner leurs 50 ans d’histoire, les Associations de consommateurs du Québec s’unissent pour offrir à la population québécoise un portail qui rassemble toute une gamme d’informations et d’outils développés au fil des années grâce à leur expertise en finances personnelles.

Cette porte d’entrée donne accès à des services spécialisés en finances personnelles offerts par les associations, propose des outils adaptés, et à travers les différentes sections, offre une information claire, objective et critique afin de vous guider vers de meilleurs choix de consommation et une meilleure santé financière.

The Little Black Book of Scams (2nd edition)

Scammers are sneaky and sly. They can target anyone, from youngsters to retirees. They can also target businesses. No one is immune to fraud.
Our group of superheroes has found a way to see through the scams. Their secret is simple: knowledge is power!

Read this booklet to find out how you can also become a fraud-fighting superhero. Share this booklet with family and friends and start powering up!

High-Cost Alternative Financial Services: The Customer Experience

In early 2017 Momentum reached out to over 50 community members and participants to better understand local experiences with high-cost alternative financial services. In addition to connecting with individuals through interviews, Momentum hosted community consultations in partnership with Poverty Talks! and Sunrise Community Link Resource Centre. The following document summarizes what we learned from these conversations and the loan contracts that borrowers shared with us. It also identifies several themes that emerged from these discussions.

Summary Brief: High-Cost Alternative Financial Services

Many Albertans turn to high-cost alternative financial services when they need a short-term fix for a financial issue. Though these services are expensive and unsafe, they are often the only option for low-income individuals, particularly those who struggle to obtain credit at mainstream financial institutions. High-cost alternative financial services contribute to a two-tiered banking system, in which the poor often pay more for inferior services.

Without more stringent regulation, and in the absence of safe and affordable short-term credit options, Albertans living on lower-incomes will continue to experience financial exclusion and take on heavy debt loads – both of which are major contributors to long-term poverty.

High-Cost Alternative Financial Services: Policy Options

Many Canadians turn to high-cost alternative financial services when they need a short-term fix for a budgetary issue. Though these banking and credit alternatives are a convenient choice for individuals in search of fast cash, particularly those who face barriers to obtaining credit at a bank or credit union, access comes at a steep price and with a high degree of risk. On its own, one high-cost loan has the potential to trap a borrower in a cycle of debt, not only amplifying their short-term problem, but also limiting their ability to secure the income and assets needed to thrive in the long term.

The policy recommendations presented in this brief, and summarized in the chart on page two, are inspired by the regulatory initiatives across the country, and reflect ways in which all three levels of government can contribute to better consumer protection for all Canadians.

Group RESP Educational Materials

This document explains the basics of group RESPs, including what they are, what they may cost, what you need to know about your group RESP if you are already enrolled in a plan, and how to figure out your options.

The Regulation of Group Plan RESPs and the Experiences of Low-Income Subscribers

Through the Group RESP Research and Education Project, SEED Winnipeg, Momentum (Calgary), the Legal Help Centre of Winnipeg, and an interdisciplinary research team studied the regulation of group plan RESPs and the experiences of low-income subscribers, and developed public legal education materials to support low-income RESP subscribers in understanding and making informed decisions about their RESP investments. This report presents the research component of this project.

This report shows that group plan RESPs are complex, and while they can be beneficial, participation in a group plan may be detrimental to a subscriber's financial well-being if the plan is not well aligned with the subscriber's needs. Low-income subscribers continue to be significantly represented in RESPs held by group plan promoters.

Debt and High Interest Resource Portal

This is ACORN Canada's debt and high-interest lending resource portal. It contains links and resources on debt, credit, banking, and other topics.

The Complaints Process for Retail Investments in Canada: A Handbook for Investors

Canadian investors need more and better information to protect themselves both when they act on their own and when they retain lawyers. This handbook is intended to help Canadian investors better understand the choices they face when making a complaint and the impact of those choices. It can also serve as a guide to assist them when they work with lawyers, particularly those whose law practice does not focus on assisting Canadian investors in obtaining financial compensation.

High cost lending in Canada

The Case for Social Investment in Microcredit

Fraud Facts 2017 – Recognize, Reject, Report Fraud

Small-Dollar Credit – Protecting Consumers and Fostering Innovation

Predatory Lending: A Survey of High Interest Alternative Financial Service Users

Payday Loans: Market Trends

Canadian Consumer Finance Association: Filling the Gap – Canada’s Payday Lenders

The Invisible Crime: A Report on Seniors Financial Abuse

Short-Term Gain, Long-Term Pain: Examining the Growing Payday Loan Industry in B.C.

Buying and Maintaining a Home: Planning Your Housing Budget

Renewing and Renegotiating Your Mortgage

Shopping Around for a Mortgage

Buying Your First Home: Three Steps to Successful Mortgage Shopping

How to Make a Complaint

International Review: Mobile Payments and Consumer Protection

Mortgage Prepayment; Know Your Options. Smart mortgage decisions start here

Paying off Your Mortgage Faster

Before You Sign any Contract: 10 Things You Need to Know

Fringe Financial Institutions, The Unbanked, and the Precariously Banked: Survey Results from Prince George, B.C.

Welcome to the financial mainstream? The hazards facing low income people when navigating the financial world

My Turn to Speak: Voices of Microfinance Clients in Benin, Pakistan, Peru and Georgia

Towards a Comprehensive and Inclusive Consumer Protection Framework for Canada. Submission to Finance Canada

Payday Loan Facts and the CFPB’s Impact

Preventing and Intervening in Situations of Financial Abuse. Ontario Edition

Access to Capital and Credit in Native Communities

Municipal Financial Empowerment: A Supervitamin for Public Programs. Strategy #4: Targeting Consumer Financial Protection Powers.

Why It’s So Hard to Regulate Payday Lenders

A population-based study of premature mortality in relation to neighbourhood density of alcohol sales and cheque cashing outlets in Toronto, Canada

The Real Cost of Payday Lending

Since the early 1990s payday lending businesses have become increasingly prolific in most parts of Canada, including Calgary. Social agencies and advocates working to reduce poverty view payday lenders and other fringe financial businesses as problematic for those looking to exit the cycle of poverty. Payday lenders charge interest rates that, when annualized, top 400%. The industry justifies this by stating that comparisons to an annual rate are unfair as loans are not meant to or allowed to last longer than two months. However, the fact remains that these businesses charge far more for credit than mainstream financial institutions and are more prevalent in lower income neighbourhoods.

How the CFPB is Proposing to Regulate the Small Dollar Lending Industry. Understanding and Supporting the Payday Lending Rules.

Choosing Financial Services Where the Options are Limited: A Report on a Survey of Financial Service Choice of Residents in Inner-city Neighbourhoods in Toronto, Vancouver & Winnipeg