Voluntary Codes of Conduct and Public Commitments

Voluntary Codes of Conduct are non-legislated commitments, voluntarily made by companies, associations and other organizations to influence or control behaviour, for the benefit of both themselves and their communities. Voluntary codes and commitments can address the needs of consumers, workers and citizens while helping companies remain competitive.

Through the Canadian Bankers Association (CBA), the banking industry has developed, and is committed to, several voluntary codes designed to protect consumers. Manulife Bank and its subsidiaries are committed to the following voluntary codes of conduct and public commitments:

Voluntary Code of Conduct

Code of Conduct for Federally Regulated Financial Institutions: Mortgage prepayment information: Ensures that enhanced information is available to assist borrowers in making decisions about mortgage prepayment.
Code of Conduct for the Credit and Debit Card Industry in Canada: The Code promotes fair business practices and ensures merchants and consumers understand the costs and benefits associated with credit and debit cards.
Canadian Code of Practice for Consumer Debit Card Services: Industry practices and consumer and industry responsibilities related to debit cards.
Principles of Consumer Protection for Electronic Commerce: A Canadian Framework (PDF): A guide to protecting customers in online transactions, developed with input from industry, government and consumer groups.
Canadian Bankers Association: Code of Conduct for Authorized Insurance Activities (PDF): Outlines the banks' standards for branch employees offering credit, travel and personal accident insurance with respect to training, disclosure, promotion practices, customer privacy protection and customer redress.
Canadian Bankers Association: Model Code of Conduct for Bank Relations with Small- and Medium-Sized Businesses (PDF): Our pledge to Manulife Bank small and medium-sized business customers.
Manulife Bank Small Business Code of Conduct (PDF)
Code of Conduct for the Delivery of Banking Services to Seniors (PDF): This voluntary code of conduct sets out principles that apply to banks to guide them when they deliver banking products and services to Canada's seniors.

Public Commitment

Canadian Bankers Association: Commitment to Provide Information on Mortgage Security (2014) (PDF): Outlines nature of information about mortgage security that banks will provide to consumers before they finalize their choice of product so that they have enough information to understand the implications of their choice.
Canadian Bankers Association: Commitment on Powers of Attorney and Joint Deposit Accounts (2014) (PDF): Sets out information about Powers of Attorney that banks will make available to clients wanting to give someone else the authority to do their banking and about joint deposit accounts.
Canadian Bankers Association: Commitment on Modification or Replacement of Existing Products or Services (2012) (PDF): Outlines the procedures for banks to follow when modifying or replacing existing personal products or services.
Canadian Bankers Association: Guidelines for Transfers of Registered Plans (PDF): What to expect and where to get help when transferring a registered savings plan (RSP) between financial institutions.
Canadian Bankers Association: Online Payments (PDF): Outlines consumer and industry responsibilities related to the use of online payment systems in Canada.
Plain Language Mortgage Documents CBA Commitment (PDF): A commitment by Canada's banks to improve readability of residential mortgage documents.
Fraud Protection and Liability: These commitments outline the consumer's liability in relation to fraudulent or unauthorized transactions on credit and debit cards.
Visa zero liability policy
Interac^® Zero-Liability Policy*

Learn more about other voluntary codes of conduct and public commitmentsthat other banks may have committed to, and contact our Customer Service Center at 1-877-765-2265 or refer to the steps you can take as outlined in our Customer Satisfaction commitment if you have questions or concerns relating to the voluntary codes of conduct and public commitments posted here.

About the Financial Consumer Agency of Canada

The Financial Consumer Agency of Canada (FCAC) is an independent body working to protect and educate consumers of financial services. The FCAC monitors financial institutions' business practices (voluntary codes of conduct). If you have a complaint relating to a breach of a voluntary code of conduct or public commitment, you can contact the FCAC in writing, by telephone or through their website.

About the Financial Consumer Agency of Canada
In writing:	The Financial Consumer Agency of Canada 6th Floor Enterprise Building 427 Laurier Avenue West Ottawa, ON K1R 1B9
By telephone:	1-866-461-3222
FCAC website:	www.canada.ca/en/financial-consumer-agency.html

LEGAL

Interac is a registered trademark of Interac Corp. Used under licence.

*Protection applies to losses resulting from circumstances beyond your control. Some conditions apply. See your financial institution for details.

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