Accessibility feedback process at Financial Consumer Agency of Canada

Your feedback will help Financial Consumer Agency of Canada (FCAC) identify and break down accessibility barriers. Provide feedback on Financial Consumer Agency of Canada’s Accessibility Plan, your experience of our accessibility, or any other matter related to accessibility. Find out how we'll use your feedback.

How to provide feedback

FCAC welcomes your feedback, questions and suggestions on accessibility at the Agency. You can contact us using any of the ways shown below:

• Accessibility feedback form
• Video Relay Services (American Sign Language or Langue des signes québécoise): FCAC welcomes video relay service calls. You do not need to authorize the operator to communicate with FCAC. Visit Canada VRS to learn more.
• Phone (Consumer Information Centre):
  • For service in English: 1-866-461-FCAC (3222)
  • For service in French: 1-866-461-ACFC (2232)
  • For calls from outside Canada: 613-960-4666
  • *Consumer Information Centre officers are available Monday to Friday from 8:30 a.m. to 5:00 p.m. Eastern Time.
• Teletypewriter TTY (for persons with hearing impairment):
  • toll free: 1-866-914-6097
  • for calls from outside Canada: 613-947-7771
• Email: Contact us
• Twitter: @FCACan
• YouTube: FCACan
• Facebook: com/FCACan
• Instagram: fcac_can
• Mail:
  Financial Consumer Agency of Canada
  Enterprise Building
  427 Laurier Ave. West Ottawa, ON K1R 7Y2

Submit anonymous feedback

If you want to provide anonymous feedback:

• do not state your name or provide any other identifying information (for example, your email address or phone number)
• do not include your return address on the envelope if you send feedback by mail

If you want a response

If you’ve asked for a response, we will respond in the same way that you communicated with us.

Finding answers to more complex issues might take time. If that’s the case for your feedback, we’ll still follow up to let you know what we’re doing.

Online form or email feedback

We will respond by email within 10 business days.

Phone feedback

We will respond by phone within 10 business days.

Mail-in feedback

We will respond by mail within 10 business days plus mailing time.

Feedback received through other means

We will respond by other means within 10 business days.

What we do with your feedback

We analyze feedback for trends and patterns. We don’t identify individuals in our reports.

The only time your feedback will be connected to you is when you request a personal response from us.

We publish annual progress reports in the years between accessibility plans. In these progress reports, we report on the feedback we receive and how we are taking it into consideration.

Request an alternate format

You can request an alternate version of our feedback process, accessibility plans or progress reports by telephone at toll free: 1-866-461-3222 or in Ottawa or outside Canada: 613-960-4666

Formats available:

• print
• large print (larger and clearer font)
• braille (a system of raised dots that people who are blind or who have low vision can read with their fingers)
• audio (a recording of someone reading the text out loud)
• electronic formats that are compatible with adaptive technology