Scotiabank is committed to a number of voluntary codes of conduct and public commitments designed to protect consumer interests, such as those listed below.

Borrowing

Credit Cards
VISA Zero Liability Policy [PDF: 14 kb]
A commitment that consumers will pay nothing for certain fraudulent credit card transactions.

VISA E-Promise [PDF: 22 kb]
A commitment to assist consumers in getting their money back for unsatisfactory purchases made online, by phone or by mail.

Mortgages
Plain Language Mortgage Documents - CBA Commitment
[PDF: 56 kb]
A commitment to ensure the readability of residential mortgage documents.

Day-to-Day Banking

Canadian Code of Practice for Consumer Debit Card Services [PDF: 88 kb]
Industry and consumer practices and responsibilities related to the use of debit cards in Canada.

Low-Fee Retail Deposit Account Memorandum of Understanding
A commitment to provide a standard low-fee account to consumers.

Undertaking on Unsolicited Services [PDF: 15 kb]
Industry standards related to the marketing and provision of new unsolicited services and the provision of modified or replacement services.

Voluntary Commitment - Reduced Cheque Hold Periods
[PDF: 75 kb]
A commitment to reduce the maximum cheque hold period.

Investing

Guidelines for Transfers of Registered Plans [PDF: 21 kb]
Industry standards for the transfer of deposit type registered savings plans between financial institutions.

Undertaking - Principal Protected Notes Regulations
A commitment to provide cancellation rights to consumers who purchase principal protected notes by electronic means or by telephone.

Online Services

Online Payments [PDF: 50 kb]
Industry and consumer practices and responsibilities related to the use of Interac Online.

Principles of Consumer Protection for Electronic Commerce: A Canadian Framework [PDF: 155 kb]
A guide to protecting consumers in online transactions.

Protection

CBA Code of Conduct for Authorized Insurance Activities
[PDF: 32 kb]
Industry standards for bank representatives offering credit, travel and personal accident insurance products in Canada.

Small Business

Model Code of Conduct for Bank Relations with Small- and Medium-Sized Businesses [PDF: 32 kb]
Industry standards for bank dealings with small- and medium-sized businesses.

Voluntary Commitment - Reduced Cheque Hold Periods
[PDF: 75 kb]
A commitment to reduce the maximum cheque hold period.