Appointed a Seniors Champion who actively participates in carrying out the Code. An internal reporting process simplifies how we share potential abuse, financial mistreatment, or fraud cases to the Seniors Champion, who ensures rapid support to all team members. This specialized support service team is continuously trained on new developments and best practices in this area. As of October 31, 2022, the Seniors Champion has intervened in 30 cases of potential harm to older customers.
Published procedures for team members, front-line representatives and specialized units so they can identify and escalate potential cases of financial abuse to the Seniors Champion. All procedures are available in a centralized repository of information for employees. These procedures describe:
The main signs to quickly identify cases of financial mistreatment, abuse or fraud;
The steps to deal with these types of cases; and
The steps to report all potential cases of abuse to the Seniors Champion.
All reference documents, such as information on powers of attorney and mandates, and all forms are available in the central repository.
An annual review of these procedures lets us make sure that we always comply with the principles of the Code.
To ensure information is easy to access and understand, we created a dedicated page for older customers and updated our Problem Resolution brochure to include the Seniors Champion as an option to escalate an issue.
This dedicated page presents all the products and services offered to customers who are aged 60 and up, how-to videos on our digital services, and useful links. Our older customers can communicate directly with us or the Seniors Champion from this page if they have a specific need, such as access to certain documents in alternative formats.
Visit the Seniors policy page.
Understanding the unique needs of our older customers, our branches offer confidential spaces to meet with our advisors and receive extra support in using our digital services. Older customers can also request support at any time for all ATM transactions in our branch network.
All team members have received training to ensure they are best equipped to serve our older customers. The employee training covers the following topics:
Identifying signs of potential financial abuse or financial mistreatment;
Steps to take when dealing with older customers who are victims of abuse or mistreatment;
How to report a case of potential harm or abuse;
Types of fraud; and
Best practices when working with older customers.
The initial training created when the Code first came into effect has to be taken by all new employees who join Laurentian Bank. Our front-line employees take extra training annually.