Canada

Citi Canada is committed to treating all people in a way that allows them to maintain their dignity and independence. We believe in integration and equal opportunity. We are committed to meeting the needs of people with disabilities in a timely manner, and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements of the Accessible Canada Act (ACA), Accessible Canada Regulations, Accessibility for Ontarians with Disabilities Act and the Integrated Accessibility Standards Regulation.

Our Citi Canada Accessibility Plan outlines the actions that Citi Canada will put or has put in place to improve opportunities for people with disabilities.

Learn more about our Accessible Customer Service Policy: Providing Goods and Services to People with Disabilities.

Feedback Process

We are constantly looking for ways to improve. We welcome all feedback, including feedback provided anonymously, regarding the manner in which we are implementing our Accessibility Plan or regarding barriers encountered by our employees or other persons that deal with Citi Canada. To provide feedback, please refer to the General section on the first page of the Citi Canada Accessibility Plan for details on how to forward your comments and suggestions.

Accessible Formats and Communication Supports

Citi Canada is committed to providing information and communications in an accessible manner to people with disabilities at a cost that is no more than the regular cost charged to other persons. An accessible format or communication is a method of presenting information in a specific format in order to remove potential barriers to accessing and understanding information. Citi Canada understands that people with disabilities may require methods other than standard print to access information and are committed to providing accessible information and communication supports to our customers. Citi Canada offers, large text, Braille, audio format, and electronic format that is compatible with adaptive technology that is intended to assist persons with disabilities. To request an accessible format document, please refer to the General section on the first page of the Citi Canada Accessibility Plan for contact details of the individual who can assist you with your request.

CITIBANK CANADA

Deposit Product List
The following instruments and/or products are deposits eligible for deposit insurance from the Canada Deposit Insurance Corporation, subject always to maximum coverage limitations as outlined in their brochure "Protecting Your Deposits" and provided they are payable in Canada:

Trade Name List
Citibank Canada operates under the following trade names: Citi, Citi Canada, Citi Private Bank, CPB.

**For further information, please contact CDIC at 1-800-461-2342**

CITIBANK N.A., CANADIAN BRANCH

NOTICE

Deposits with
Citibank, N.A., Canadian branch
are not insured by the
Canada Deposit Insurance Corporation

Citigroup Global Markets Canada Inc. (“CGMCI”) is a member of the Canadian Investment Regulatory Organization (CIRO) and the Canadian Investor Protection Fund (CIPF). CGMCI is registered as an Investment Dealer.

Should you require additional information about the way in which orders are handled, please refer to Citi’s Order Handling Policy.

For additional information regarding filing a complaint please read Complaint and Inquiry Submission- Secure Form published by Canadian Investment Regulatory Organization (CIRO).

NOTICE

Deposits with
Citibank, N.A., Canadian branch
are not insured by the
Canada Deposit Insurance Corporation

In compliance with the Support Orders and Support Provisions (Banks and Authorized Foreign Banks) Regulations, Citibank Canada has designated the following offices for the service of enforcement notices in respect of the below noted provinces.

Alberta
Citibank Canada
Eighth Avenue Place
525 – 8th Avenue SW, Suite 4000
Calgary, Alberta
T2P 1G1

British Columbia
Citibank Canada
550 Burrard Street, Bentall 5, Suite 1228
Vancouver, BC V6C 2B5

Ontario
Citibank Canada
123 Front Street West, Suite 1900
Toronto, Ontario M5J 2M3

Quebec
Citibank Canada
1501 McGill College Avenue, 15th floor
Montréal (Québec) H3A 3M8

Our goal is to maintain your trust and confidence when handling personal information about you.

You Have Choices: As a Citi™ Canada customer, you have the opportunity to make choices about how personal information about you may be shared. As you consider this, we encourage you to make choices that enable us to provide you with quality products and services that help you meet your financial needs and objectives.

Security Of Personal Information: The security of personal information about you is our priority. We protect this information by maintaining physical, electronic, and procedural safeguards that meet applicable law. We train our employees in the proper handling of personal information. When we use other companies to provide services for us, we require them to protect the confidentiality of personal information they receive.

The Citi Canada Privacy of Personal information Statement (the Privacy Statement) describes how we collect and use your information, how it may be shared and with whom, our security practices and your privacy choices. To view the Privacy Statement, click on the Privacy of Personal Information Statement PDF below.

If you have any questions, concerns or a complaint about privacy, confidentiality or the handling of personal information, please let us know. You may contact us by phone, mail or email as noted below. If forwarding written correspondence* please include your full name, address and telephone number.

Telephone: Please contact the office that you deal with or visit the Privacy Statement for a list of toll-free numbers for the various Citi Canada businesses.

Mail: Chief Privacy Officer, Citi Canada
Quebec Data Protection Officer, Citi Canada
123 Front Street West, Suite 1600
Toronto, Ontario M5J 2M3
Phone: 1-888-245-1112; Toronto 416-947-4122
Email: canada.privacy.office@citi.com

If, after contacting us, you do not feel we have adequately addressed your concerns you may contact:

The Office of the Privacy Commissioner of Canada
Toll-free Telephone: 1-800-282-1376
Mail: 30 Victoria Street, Gatineau, QC K1A 1H3
Fax: 819-994-5424
Visit: www.priv.gc.ca/en/report-a-concern

*Please be advised that any information sent via email is not considered secure and privacy cannot be ensured. Therefore, we ask that you not include any confidential information such as bank account numbers, credit card numbers, or other account details.

 Privacy of Personal Information Statement

The Bank Act requires banks to inform customers and the public in plain language that certain conduct by its employees is illegal. To comply with the law, Citibank Canada and its wholly-owned subsidiaries and Citibank, N.A., hereafter referred to as "Citibank", have created this web page explaining the conduct that is prohibited and how to contact us if you have any questions, complaints or concerns.

What Conduct is Prohibited?
The Bank Act prohibits the bank engaging in certain conduct. It is against the law to:

• impose undue pressure on a person, or coercing a person, for any purpose;
• engage in coercive tied selling; or
• take advantage of a person.

What is Coercive Tied Selling?
The Bank Act prohibits a bank from practicing coercive tied selling which involves a bank imposing undue pressure on or coercing a person to obtain a product or service from a particular person, including the bank and any of its affiliates, as a condition for obtaining another product or service from the bank. You cannot be unduly pressured to buy a product or service that you don't want, from a bank or one of its affiliates, to obtain another bank product or service.

Examples of Prohibited Conduct
The following examples will help to explain prohibited conduct and what is not allowed.

• A banking representative suggests you open a new credit card. You refuse and provide a reason for not needing or wanting it. The banking representative continues to insist that you get the credit card and tells you it would help meet their sales target. You relent and agree to the credit card.
• Your bank's mortgage specialist tells you that you qualify for a home mortgage. However, you are also told that the bank will approve your mortgage only if you transfer your investments to the bank or its affiliates. You want the mortgage, but you do not want to move your investments.
• Your bank's credit officer tells you that you qualify for a Registered Retirement Savings Plan (RRSP) loan. However, you are also told that the bank will approve the loan only if you use the money to buy the bank's mutual funds. You want the loan, but you want to invest the money somewhere else.

All of the above practices are against the law since a bank cannot pressure, coerce or take advantage of you. If you qualify for a product, a banking representative is not allowed to excessively pressure you to buy another unwanted product or service as a condition of obtaining the product you want.

What is NOT Prohibited Conduct?
Most businesses, including Citibank, look for tangible ways to show their interest in your business and appreciation for your loyalty. Sales practices, such as preferential pricing and bundling of products and services, offer potential and existing customers better prices or more favourable terms. These practices should not be confused with prohibited conduct under the Bank Act. Many of these practices will be familiar to you in your dealings with other businesses.

What is Preferential Pricing?
Preferential pricing means offering customers a better price or rate on all or part of their business. For example, a shoe store offers a second pair of shoes at half price.

Similarly, a bank may be able to offer you preferential pricing - a higher interest rate on investments or a lower interest rate on loans - if you use more of its products or services. The following two examples will help to explain preferential pricing in banks.

• After approving your application for a home mortgage from the bank, your bank's mortgage specialist tells you that this mortgage would be available at a lower interest rate if you transferred your investments to the bank or its affiliates.
• After approving your application for an RRSP loan, your bank's credit officer offers you a lower interest rate if you use the loan to buy the bank's mutual funds.

The above practices are acceptable. The approval of your mortgage and RRSP loan is not conditional on your taking another bank product or service. Rather you are offered preferential pricing to encourage you to give the bank more business.

What is Bundling of Products and Services?
Products or services are often combined to give consumers better prices, incentives or more favourable terms. By linking or bundling their products or services, businesses are often able to offer them to you at a lower combined price than if you bought each product on its own. For example, a fast-food chain advertises a meal combination that includes a hamburger, fries and a drink. The overall price is lower than if you bought the three items separately.

Similarly, banks may offer you bundled financial services or products so that you can take advantage of package prices that are less than the sum of the individual items.

The following example will help to explain the bundling of bank products and services.

• You plan to open a bank account that charges you for individual transactions. The banking representative offers you a package of services that includes a comparable bank account, a safety deposit box and a credit card with no annual fee. The total price for the package is less than if you purchased each part of the package separately.

Bundling products in this way is permitted because you have the choice of buying the items individually or in a package.

How do we Manage our Credit Risk?
To ensure the safety of their depositors, creditors and shareholders, banks must carefully manage the risk on the loans and credit cards they approve. Therefore the law allows us to impose certain requirements on borrowers as a condition for granting a loan - but only to the extent necessary for us to manage our risk.

The following example will help to explain how banks manage such risk.

• You apply for an operating loan for your business. To manage the risk associated with the loan, your bank requires your business to have an operating account with the bank as a condition for obtaining the loan.

The above example is legal and appropriate. Having your business' operating account at the bank allows your bank to assess possible risks associated with your business' cash flow and manage the risk associated with the loan.

At Citibank, our requirements for borrowers will be reasonable and consistent with our level of risk.

What is Our Commitment to You?
We expect all employees at Citibank to comply with the law and not to engage in any type of prohibited conduct, including coercive tied selling practices or conduct that imposes undue pressure, coerces or takes advantage of another person. We urge you to let us know if you believe that you have experienced any of these prohibited practices in any dealings with us.

How Can You Contact Us?
Please let us know if you have any questions, complaints or concerns about your dealings with Citibank:

Chief Compliance Officer/Senior Complaints Officer
Citibank Canada
123 Front Street West, Suite 1600
Toronto, Ontario M5J 2M3
Phone: 1-888-245-1112

You may also contact OBSI or the FCAC as noted below.

Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario, M5H 3R3
Phone: 1-888-451-4519
Email: ombudsman@obsi.ca

Financial Consumer Agency of Canada (FCAC)
The FCAC is responsible for ensuring that all financial institutions comply with federal consumer legislation and will investigate any complaint that relates to a possible breach.

You may contact the FCAC in writing at 427 Laurier Avenue West, 5th Floor, Ottawa ON, K1R 1B9; by calling 1-866-461-3222 (English); 1-866-461-2232 (En Francais) or through its website at http://www.fcac-acfc.gc.ca.

July 27, 2023

Citi's Canadian Dollar PRIME Lending Rate is 7.10% per annum.

Citi's US Dollar PRIME Lending Rate is 8.50% per annum.

* Rates are subject to change without notice at any time.

Bank of Canada Overnight Rate:
www.bankofcanada.ca/core-functions/monetary-policy/key-interest-rate/

If you have a complaint or problem, please use the information below to contact the business group where your concern arose.

Banking, Capital Markets and Advisory
Citibank N.A., Canadian branch, Citibank Canada
123 Front Street West, Suite 1900
Toronto, ON M5J 2M3
Telephone: 416-947-5500

Securities Services
Citibank Canada
123 Front Street West, Suite 2000
Toronto, ON M5J 2M3
Telephone: 416-947-5325

Citibank Commercial Cards
Citibank Canada, Citi Cards Canada Inc.
PO Box 2053, Station B
Toronto, ON M5J 2M3
Telephone: 1-888-834-2484

Treasury and Trade Solutions (Cash Management)
Client Services
Citibank N.A., Canadian branch, Citibank Canada
123 Front Street West, Suite 1800
Toronto, ON M5J 2M3
Telephone: 1-877-977-2484 or 416-947-4174 Option 4

Treasury and Trade Solutions (Spring by Citi)
Client Services
Citibank N.A., Canadian branch, Citibank Canada
123 Front Street West, Suite 1800
Toronto, ON M5J 2M3
Phone: +1 416 947 4177
Email: spring.support@citi.com

Private Banking Services
Citi Private Bank, Citibank Canada
and/or Citibank Canada Investment Funds Limited*
123 Front Street West, Suite 2000
Toronto, ON M5J 2M3
Telephone: 416-947-5300

* If you are a resident of Quebec, you may consider using the free mediation services offered by the Autorité des marchés financiers.

Citigroup Global Markets Canada Inc.***
123 Front Street West, Suite 1900
Toronto, ON M5J 2M3
Telephone: 416-947-5537

*** For additional information regarding filing a complaint with Citigroup Global Markets Canada Inc. please see Complaint and Inquiry Submission- Secure Form published by Canadian Investment Regulatory Organization (CIRO)

The Home Depot® Consumer Credit Card**
Citi Cards Canada Inc.
5900 Hurontario Street
Mississauga, ON L5R 0B8
Telephone: 1-800-747-3787 (English or French), TTY: We accept 711 or other Relay Service 

** Please note this business group does not fall under the jurisdiction of the Citibank Canada Senior Complaints Officer’s Office. If you have escalated your concern to all levels within the business group and are still not satisfied with the resolution, you may contact the Office of the President, Citi Cards Canada. This office is the highest level of escalation available within Citi Canada for this business group.

By mail:
Office of the President
Citi Cards Canada Inc.
5900 Hurontario Street
Mississauga, ON L5R 0B8

Telephone: 866-670-7270
Fax: 866-671-5919

If your concern remains unresolved after talking to one of the Telephone Representatives or Supervisors, you may elevate your concern to a Manager. If a Manager is not immediately available, the Representative can assist you in leaving a message and/or requesting further contact.

If you have escalated your concern to all levels within the business group and are still not satisfied with the resolution, you may contact the Citibank Canada Senior Complaints Officer. Please note: If your concern relates to The Home Depot credit card account, please contact the Office of the President for Citi Cards Canada as outlined above.

Citibank Canada Senior Complaints Officer

By mail:
Citibank Canada Senior Complaints Officer
123 Front Street West, Suite 1600
Toronto, ON M5J 2M3

Telephone: 1-888-245-1112; Toronto 416-947-4122
E-mail: citicanadaseniorcomplaintsofficer@citi.com

If you are not satisfied with the Citibank Canada Senior Complaints Officer's resolution of your complaint, you may contact the Ombudsman for Banking Services and Investments ("OBSI"). You have 180 calendar days from the date of the Citibank Canada Senior Complaints Officer's review to bring your complaint to OBSI.

Ombudsman for Banking Services and Investments

By mail:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario
M5H 3R3

Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca

For reasons of confidentiality and security, do not send confidential information such as account information or credit card number via email.

In the complaints handling process for Canadian financial institutions, including Citibank Canada and Citibank N.A., Canadian branch, the Financial Consumer Agency of Canada is responsible for ensuring that all financial institutions comply with federal consumer legislation and will investigate any complaint or concern that relates to a possible breach of that legislation.

You may contact the FCAC in writing at 427 Laurier Avenue West, 5th Floor, Ottawa ON, K1R 1B9; by calling 1-866-461-3222 (English); 1-866-461-2232 (En Francais) or through its website at https://www.canada.ca/en/financial-consumer-agency.html.

Canadians are living longer, which can bring health, mobility, or cognitive changes that may impact their ability to bank.

Citibank Canada has adopted the Code of Conduct for the Delivery of Banking Services to Seniors.

Important resources for Seniors provided by Citi include:

Accessibility- please see Accessibility section below under Further Information. 
Joint Deposit Accounts - please refer to our Power of Attorney and Joint Deposit Account Frequently Asked Questions (FAQ) 

Other important resources for Seniors:

9 ways to prevent fraud

About your money - Seniors

Canadian Anti-Fraud Centre - Recent scams and fraud

Elder Abuse - Financial Fraud by Strangers

Financial Abuse - What you need to know and where to get help

Managing debt

Powers of Attorney Bank Requirements

Top forms of financial abuse

What every older Canadian should know about: Fraud and scams

Annual Report – Steps taken by Citibank Canada to support the principles set out in the Code of Conduct for the Delivery of Banking Services to Seniors:

2022
2021
2020

The banking industry has developed and is committed to several voluntary codes designed to protect consumers.

Code of Conduct for the Delivery of Banking Services to Seniors
A code of conduct that sets out principles that apply to banks to guide them when they deliver banking products and services to Canada’s seniors

Code of Conduct for the Credit and Debit Card Industry in Canada
Code of conduct that sets principles for business practices related to the issuance and acceptance of payment cards and operation of payment card networks.

Online Payments
Consumer and industry responsibilities related to the use of online payments systems in Canada.

Principles of Consumer Protection for Electronic Commerce: A Canadian Framework
A guide to protecting customers in online transactions, developed with input from industry, government and consumer groups.

Plain Language Mortgage Documents - Canadian Bankers Association Commitment
A commitment by Canada's banks to improve readability of residential mortgage documents.

Commitment on Modification or Replacement of Existing Products or Services
Banks provide consumers with assurances related to the modification or replacement of existing products and services.

Commitment to Provide Information on Mortgage Security
Banks that offer residential mortgages agree to provide consumers shopping for a mortgage loan with certain comparative information about collateral charge and conventional charge mortgages to help consumers choose the mortgage product that best suits their needs.

Commitment on Powers of Attorney and Joint Deposit Accounts
Banks that accept Powers of Attorney from or open joint deposit accounts for clients agree to provide clients with certain information to help clients understand the implications of using them.

Power of Attorney and Joint Deposit Account  FAQs

For more details on these Voluntary Codes of Conduct and Public Commitments, please contact the Citi office that you deal with.

The Financial Consumer Agency of Canada (FCAC) oversees adherence to these Voluntary Codes of Conduct and Public Commitments. You may contact the FCAC as noted below.

Mailing Address: Financial Consumer Agency of Canada
427 Laurier Ave. W., 5th floor
Ottawa ON, K1R 1B9
Phone: 1-866-461-3222 (English)
1-866-461-2232 (En Francais)
Website: https://www.canada.ca/en/financial-consumer-agency.html

Contact Us

HEAD OFFICE
Citibank Canada
Citigroup Place
123 Front Street West, Suite 1900
Toronto, Ontario M5J 2M3

Major Intersection: Citigroup place is located on the south west (SW) corner of Front and York streets, just west of Union Station.

Call: 416-947-5500

INSTITUTIONAL BUSINESSES:
Banking, Capital Markets and Advisory: 416-947-5500
Markets and Securities Services: 416-947-5500
Citi Treasury and Trade Solutions: 416-947-5500
Citi Private Bank: 416-947-5300

CITIBANK COMMERCIAL CARDS
Customer Care:

In North America, call toll-free 1-888-834-2484 or fax 416-369-4878, 24 hours a day, seven days a week.

Outside North America, call collect 416-369-6399 or fax 416-369-4878, 24 hours a day, seven days a week.

Within Toronto area, call 416-369-6399 or fax 416-369-4878, 24 hours a day, seven days a week.

Mail to:
CITIBANK CANADA
PO BOX 2053 STN B
Mississauga ON L4Y 0B6

CONSUMER BUSINESS:
Citi Cards Canada Inc.

5900 Hurontario Street
Mississauga, Ontario
L5R 0B8

Home Depot Consumer Card 1-800-747-3787 (English or French) TTY: We accept 711 or other Relay Service
Home Depot Commercial Revolving Card 1-800-668-5336 (English or French) TTY: We accept 711 or other Relay Service
Home Depot Commercial Account 1-888-308-5080 (English or French) TTY: We accept 711 or other Relay Service
Retail Private Label 1-800-233-8557 TTY: We accept 711 or other Relay Service

Unclaimed Property

Please use above contact us information to learn more about unclaimed property.

Zero Liability

Ensuring safety from unauthorized purchases
Fraud protection Zero Liability is a commitment to protect consumers from the unauthorized use of their credit card. For details on Zero Liability that outline consumers' liability in relation to fraudulent transactions on their credit card please see: