This Customer Service Commitment is an accountability tool that outlines what levels of quality service our regulated sectors, our public sector clients and our OPS clients can expect from FSCO. 

The Commitment identifies FSCO's service principles that will guide FSCO in its efforts to meet or exceed client needs and expectations. 

The Commitment establishes shared accountability for serviced standard results and supports the importance of service excellence and the OPS values.

This Commitment promotes FSCO's service culture and meets the requirements of the OPS Service Directive, effective January 1, 2010.

Our Commitment to our Stakeholders and Clients

FSCO recognizes its role to provide consumer protection and support a healthy and competitive financial services industry within the financial services industry. The regulated financial sectors look to FSCO for appropriate and efficient regulatory activities and effective risk-based strategies.

Our Mandate

To provide regulatory services that protect the public interest and enhance public confidence in the regulated sectors.

Our Vision

To be a progressive and fair regulator working with its stakeholders to support a strong financial services sector.

Our Values

Organizations reflect the shared values of their members. FSCO is committed to the following values:

In a diverse organization with many functions required to make it work efficiently and effectively, core values provide a common ground for employees to measure their ideals and actions. That’s why in addition to following its own set of values, FSCO employees follow the core values set out by the OPS, including collaboration, creativity, diversity, efficiency, responsiveness and trust.

Our Stakeholders and Clients

FSCO regulates the following financial service: insurance companies, pension plans, credit unions and caisses populaires, loan and trust companies, mortgage brokerages, mortgage brokers, mortgage agents, co-operative corporations, as well as insurance agents, corporate insurance agencies and insurance adjusters.

FSCO's external clients include the general public who are customers and users of the financial services sector.

FSCO's Agency/ministry clients are program managers, the Minister of Finance and Cabinet Office.

FSCO's Strategic Priorities

FSCO is committed to meet with stakeholders from all of its regulated sectors as part of its annual planning process. These meetings help to guide the direction of our initiatives, projects and strategic priorities.

FSCO's strategic priorities are to:

• Conduct FSCO's regulatory activities in accordance with risk-based principles.
• Foster a coordinated national approach to regulatory issues.
• Continuous improvement in the delivery of our services.

Stakeholder Comments and Report Back on Key Initiatives

Each year FSCO prepares and publishes a Statement of Priorities which not only sets out our plans for the coming year's activities, but it also includes a report on the progress of key initiatives identified in the previous year's statement and their intended benefits to stakeholders and the regulatory system. Before each Statement of Priorities is published, our staff, stakeholders and clients are provided opportunities to provide input and comments on a draft statement. FSCO welcomes all input in this process.

FSCO's Customer Service Commitment

As part of our commitment, in performing our services, FSCO staff will:

• Be fair, unbiased, objective, impartial and courteous, performing our work with respect and dignity;
• Continue to ensure accessibility to our services including providing accessible services to our customers in both official languages;
• Provide accessible services to our customers in both official languages;
• Strive to identify and pursue ways to improve our programs and services;
• Deliver efficient and effective services within appropriate and established time frames;
• Listen to your comments, suggestions and concerns in an effort to improve our services and to meet your needs;
• Respond to your inquiries or complaints within established standards;
• Maintain a high level of competence by committing to continuous learning and keeping abreast of new technologies, approaches and methods;
• Meet the government’s and well as our quality-service standards;

FSCO staff will carry out their duties in a manner which demonstrates:

Professional Behaviour…

• promoting respect for the law;
• encouraging public confidence in our competence, fairness and impartiality; and
• ensuring that the duties being performed are timely, consistent, impartial and courteous.

Honesty and Integrity…

FSCO staff will not engage in activities that are, or could appear to be, incompatible with their responsibilities and duties, or call into question their objectivity, integrity and impartiality. Staff will conform to the OPS Conflict of Interest Guidelines and identify situations of potential, actual or perceived conflict of interest.

Fairness…

FSCO staff will perform their duties with objectivity and fairness.

Knowledge and Good Judgment…

FSCO staff will utilize their training and experience to its maximum potential by:

• Rights – respecting individual rights, including the right to privacy;
• Timeliness – conducting and concluding activities in a timely fashion;
• Competence – making a commitment to a high degree of competence through continuous learning;
• Documentation – collecting information professionally and in compliance with FSCO's policies which are designed to comply with relevant legislation consistent with the principle of administrative fairness;
• Decisions – making impartial and objective decisions based on relevant legislation, regulations, standards and OPS and FSCO policies and practices.
• Consistency – being consistent in the delivery of services

Clear Communication… 

FSCO staff engaged in two-way communications with you will:

• listen to you;
• be professional at all times;
• verify the accuracy of information before using it in making recommendations.

Courtesy…

FSCO staff will be courteous at all times and in all situations, and in return will expect similar courtesy.

FSCO staff will endeavour to provide appropriate referral information if an inquiry or complaint is received that is outside our mandate. 

How You Can Help Us

 In order for FSCO to service you better:

• When contacting FSCO for assistance, please provide concise and accurate information relative to your inquiry and a daytime telephone number so that our staff can quickly respond to you.
• When submitting materials or documents to FSCO, ensure that the materials are complete and that all sections of required fields have been filled out.
• Make the most of your contact with FSCO by checking out the extensive consumer and industry-related materials, information, tools and resources on our website. 
• Call ahead to make an appointment for help or assistance you may require.
• Treat all FSCO staff and other customers with courtesy.

For more information, you're invited to contact FSCO.

Quality Service Improvement

FSCO is committed to service excellence as we carry out our responsibilities. We welcome any comments and suggestions that might help us provide even better service.

To provide us with your feedback suggestions, comments and questions regarding our services, contact us by e-mail, telephone, fax or through Canada Post.  While sending us your contact information is purely optional, please ensure that we have the appropriate information should you require a reply.

Here’s how to reach us:

• E-mail:  QualityService@fsco.gov.on.ca
  
• On-line:  www.fsco.gov.on.ca
  
• Phone: (416) 250-7250
  Toll free: 1-800-668-0128
  TTY: 1-800-387-0584
  Fax: (416) 590-7070
  
• Mail:     Quality Service
                Corporate Services Division
                Financial Services Commission of Ontario (FSCO)
                5160 Yonge Street
                P.O. Box 85
                Toronto, Ontario, M2N 6L9  

• In Person:  FSCO regular business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Its main reception area is located on the 17th floor.

If any of these methods is not suitable, please request another method.

If you wish to provide feedback anonymously, please send your comments by mail.

If you would like a response to you request, please provide contact information and we will acknowledge your inquiry within 2 business days, provide a response within 1 business week or within the timeframe noted in the acknowledgement.

The personal information you provide online on this government website is necessary to provide the service you request and will only be used for that purpose. It is collected in compliance with section 38(2) of the Freedom of Information and Protection of Personal Privacy Act, R.S.O. 1990 F.31.