August 2022

Consumer Edge

Office of Consumer Affairs

August 2022

In this issue of Consumer Edge, find out how consumers will benefit from increased protection when dealing with banks, learn about the new refund regulations for airline passengers and read Pollution Probe's report on consumers' experiences with charging electric vehicles (EVs) in Canada.

New protection measures for bank customers

Canadians can now benefit from enhanced protection measures when dealing with banks thanks to the new Financial Consumer Protection Framework.

The Framework is designed to help bank customers make informed and timely decisions about their finances, get their banking complaints resolved quickly and effectively and ensure customers receive products or services that meet their individual financial needs or circumstances.

The Framework is an important milestone for consumer protection in Canada as it addresses issues raised by the Financial Consumer Agency of Canada (FCAC) and consumer groups over the years. As part of its mandate, the FCAC will continue to monitor and evaluate financial trends and emerging issues that impact Canadian consumers.

Visit the FCAC website to learn more about the Financial Consumer Protection Framework.

New refund regulations – Air Passenger Protection Regulations

The Canadian Transportation Agency recently announced upcoming changes to the Air Passenger Protection Regulations related to refunds.

The newly introduced refund requirement applies in cases where a flight is cancelled, or when there's a delay of 3 hours or more, due to situations outside of the airline's control. The amendment to the existing regulations requires airlines to provide consumers with the choice of a refund, or rebooking. Until now, the Air Passenger Protection Regulations only required refunds be provided for flight disruptions within the control of airlines.

The new requirements will come into force on September 8, 2022 and will apply to all flights to, from and within Canada, including connecting flights.

For more information on how this may affect you and your future travel plans, visit the Canadian Transportation Agency website and their Frequently Asked Questions page.

Consumer experience with electric vehicles

The Government of Canada recently set a target for at least 20 per cent of all new passenger vehicles sold in Canada to be zero-emission vehicles (includes electric vehicles) by 2026.

An element that's top of mind for electric vehicle (EV) owners and those who are considering a change to an EV is access and availability of public charging stations. With this in mind, Pollution Probe completed a national study to analyze the current consumer experience using the existing charging networks for electric vehicles. The Assessment of the Consumer Electric Vehicle Charging Experience in Canada report provides key findings on the network charging experience, coverage, service satisfaction, as well as payment structure from users from coast-to-coast-to coast.

The organization received funds from the Office of Consumer Affairs' Contributions Program for Non-Profit Consumer and Voluntary Organizations to complete this national study.

Find more consumer-related information from the Government of Canada on the News for Consumers page.