The Centre for the Financial Services OmbudsNetwork handled 2,555 complaints and enquiries in 2004, according to its second annual report released today.

“Over the past 12 months,” says the Centre’s chairwoman, Huguette Labelle, “we have continued to provide free, high quality information and referral services to help consumers who don’t know where to go to get resolution to their financial service related issues and complaints. We have also made good progress in our ongoing efforts to build awareness of our services.”

Overall, between Jan. 1 and Dec. 31, 2004, the Centre’s Consumer Assistance and Referral Service handled 1,832 complaints and 723 enquiries.

“In 2004, in most cases we assisted consumers in resolving issues together with complaint-handling professionals at the company level or with the help of one of the industry association consumer assistance centres,” explains Pierre Gravelle, the Centre’s CEO. “A referral was made to one of the ombudservices in only 9% of cases.”

Close to 70,000 consumers accessed the Centre’s website in 2004. “The nearly 60% increase in traffic on the site suggests that consumers are using this resource to find the information they need,” says Gravelle. “And with the addition in 2004 of an online complaint-handling tool, Complaint Courier, the site now provides a stand-alone complaint-handling service for any consumers who prefer to research and resolve issues online.”

The report notes that over the past year, consumer referrals from government agencies, such as consumer ministries and ombudsman offices, financial market regulators and elected officials, provided close to a third of all Centre contacts; strengthening relationships with these agencies and other stakeholders, such as community and consumer groups, will continue as a priority in future outreach activities.

Through its toll-free assistance and referral service and web site, the Centre assists financial consumers in resolving individual questions, concerns and complaints, by putting them in touch with the Canadian Life and Health Insurance OmbudService, the General Insurance OmbudService and the Ombudsman for Banking Services and Investments.