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3.4 Remediation

Learn about remediation options available to investors for resolving disputes with dealer members.


3 | Describe the remediation options investors can access to resolve concerns they have with dealer members.

Both seasoned and novice investors sometimes encounter issues where they feel they have been treated unfairly by dealer members within a Self-Regulatory Organization (SRO). Knowing the steps for addressing and resolving these disputes is crucial. This section details the various pathways available for investors seeking remediation.

Initial Steps in Dispute Resolution

Whenever investors feel unfairly treated, the first recommended step is attempting to resolve the dispute directly with the firm. Here’s a typical process:

  1. Communication with the Firm: Contact the person with whom you had the concern. Often, an honest discussion can clear up misunderstandings.
  2. Escalation within the Firm: If the issue isn’t resolved, escalate the issue to the firm’s compliance department or additional higher authorities within the company.
  3. Documentation: Keep detailed records of all communications and documents exchanged during this process. Documentation can serve as evidence in further proceedings.

If scenarios necessitate further action beyond direct discussions with the firm, several other dispute resolution avenues are available.

Remediation Options Beyond Direct Resolution

1. Ombudsman for Banking Services and Investments (OBSI)

The OBSI offers an independent and impartial mediation service to resolve disputes between investors and their investment firms. Here are the steps involved:

  • Eligibility Check: Ensure the dispute falls within OBSI’s mandate, often within 180 days from when you receive the final position from the firm.
  • Submission: Lodge your complaint with OBSI, providing all necessary documentation and evidence.
  • Resolution: OBSI will investigate and make non-binding recommendations.

2. Mediation and Arbitration Services

Canadian SROs often refer clients to mediation and arbitration services if direct resolutions fail. Arbitration is often binding. While both offer structured avenues, mediation involves negotiation aided by a neutral third party.

3. Provincial and Territorial Regulators

  • Role and Function: Securities commissions in different provinces and territories regulate and enforce compliance and can provide significant avenues for grievance redressal, including investor inquiries and complaint filings.
  • Filing Complaints: Resort to regulators if the internal and OBSI processes are ineffective, understanding that these might offer formalened public proceedings.

Differences Between Mediation and Arbitration


  • Participation: Voluntary process requiring both parties’ agreement.
  • Outcome: Non-binding resolutions facilitated by a neutral mediator.
  • Focus: Encourages negotiated settlements beneficial for maintaining long-term relationships.


  • Participation: Can be compelled by pre-dispute agreements but generally voluntary otherwise.
  • Outcome: Decisions are legally binding and enforceable under law, similar to court orders.
  • Nature: More formal with limited grounds for appealing the arbitration decision.

Key Takeaways

  • Investors should initially seek direct resolution of disputes with the firm involved, utilizing the escalation channels within the firm and maintaining comprehensive records throughout this process.
  • OBSI provides an independent review and informal resolution recommendations, suiting considerably for a broad segment of investor-dispute scenarios.
  • Mediation and arbitration offer alternative pathways where parties may engage in either non-binding negotiations or binding judgements respectively, suitable in varied trust levels and relationship complexities.

📚✨ Quiz Time! ✨📚

🧐 Assess and Solidify Your Understanding

Welcome to the Knowledge Checkpoint! You’ll find 10 carefully curated quizzes designed to reinforce the key concepts covered. These questions will help you gauge your grasp of the material, identify areas that need further review, and ensure you’re on the right track towards mastering the content for the Canadian Securities certification exams. Take your time, think critically, and use these quizzes as a tool to enhance your learning journey. 📘✨

Good luck! 🍀💪

## What is the first step for a client to resolve a dispute with a dealer member according to SRO guidelines? - [ ] File a complaint with the local securities commission - [ ] Take the issue directly to court - [x] Attempt to resolve the dispute directly with the firm - [ ] Contact the IIROC directly > **Explanation:** The first step for a client to resolve a dispute with a dealer member is to try to settle the issue directly with the firm before escalating the matter. ## If a client is unable to resolve a dispute directly with the firm, which of the following is NOT an option for addressing the dispute? - [ ] Seeking arbitration - [x] Immediately suing the firm - [ ] Filing a complaint with an SRO - [ ] Seeking mediation services > **Explanation:** Clients may seek arbitration, file a complaint with an SRO, or utilize mediation services, but suing the firm should generally be a last resort. ## What do different SROs provide to ensure fair treatment of clients' concerns? - [ ] Legal representation for clients - [ ] Automatic compensation for grievances - [ ] Resources and guidelines for dispute resolution - [x] Various channels and mechanisms for addressing disputes > **Explanation:** Different SROs offer resources, channels, and mechanisms for clients to address disputes and ensure fair treatment. ## Which organization should a client contact if dealing with a registered firm in Canada? - [ ] FINRA - [x] IIROC - [ ] SEC - [ ] FCA > **Explanation:** In Canada, clients should contact the Investment Industry Regulatory Organization of Canada (IIROC) if they have concerns with a registered firm. ## What is the role of mediation services in the dispute resolution process? - [ ] Provide legal advice - [ ] Guarantee a specific outcome - [x] Facilitate a mutually agreeable resolution between the client and the firm - [ ] Impose penalties on the firm > **Explanation:** Mediation services help facilitate a mutually agreeable resolution between the client and the dealer member. ## Which process involves an impartial third party making a binding decision on a dispute between a client and a dealer member? - [ ] Mediation - [x] Arbitration - [ ] Negotiation - [ ] Counseling > **Explanation:** Arbitration involves an impartial third party making a binding decision, whereas mediation seeks mutual agreement without a binding judgement. ## What should clients expect from the firm when directly addressing a dispute? - [ ] Immediate financial compensation - [ ] Access to private negotiation sessions - [ ] Standardized resolution times - [x] Clear communication and documented procedures for dispute resolution > **Explanation:** Clients should expect clear communication and documented procedures from the firm to address their concerns. ## If disputes remain unresolved after contacting the firm, which of the following is a professional body that could assist? - [x] Ombudsman for Banking Services and Investments (OBSI) - [ ] Better Business Bureau (BBB) - [ ] Municipal government resolutions office - [ ] International Chamber of Commerce (ICC) > **Explanation:** The Ombudsman for Banking Services and Investments (OBSI) can assist clients in dispute resolution if issues remain unresolved after contacting the firm. ## What should be the approach if a client seeks to avoid the complexities of legal proceedings in resolving disputes with dealer members? - [ ] Directly seeking litigation - [x] Utilizing arbitration or mediation services - [ ] Ignoring the issue - [ ] Unilaterally deciding on a resolution > **Explanation:** Clients should consider using arbitration or mediation services to avoid the complexities and expenses of legal proceedings. ## How can SRO resources help clients feel assured in dispute resolution processes? - [ ] By providing instant resolution services - [ ] By guaranteeing favorable outcomes for clients - [x] By offering structured processes, documentation, and guidance - [ ] By penalizing dealer members immediately > **Explanation:** SRO resources provide structured processes, documentation, and guidance which help clients feel assured in the dispute resolution processes.

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In this section

  • 3.4.1 Arbitration
    Comprehensive guide on arbitration for dispute resolution in the Canadian securities industry, covering process, criteria, and benefits.
  • 3.4.2 Ombudsman For Banking Services And Investments
    Understand the role and function of the Ombudsman for Banking Services and Investments (OBSI) in resolving financial disputes in Canada's financial services industry.
Saturday, July 13, 2024