Below provides users with important jurisdictional information about RBC Dexia Investor Services Trust.

Certain disputes that remain unresolved after being reviewed by the Global Head of Compliance may be directed to one of the following agencies:

Office of the Ombudsman
RBC Financial Group
P.O. Box 1, Royal Bank Plaza
Toronto, ON Canada M5J 2J5
Tel: 1-800-ROYAL® 4-2 (1 800 769-2542)
Fax: 416 974 6922
Email: ombudsman@rbc.com
Website: www.rbc.com/ombudsman

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada (FCAC) supervises all federally-regulated financial institutions to ensure that they comply with federal consumer protection laws. It also educates consumers and monitors industry codes of conduct and public commitments designed to protect consumer interest.

For information on regulatory issues governed by the FCAC, please contact:
English: 1 866 461 3222
French: 1 866 461 2232
Website: www.fcac.gc.ca

Regulatory complaints should be addressed in writing to:

Financial Consumer Agency of Canada (FCAC)
6th Floor, Enterprise Building
427 Laurier Avenue W
Ottawa, ON Canada K1R 1B9

All complaints should be made in writing. Each complaint will be assessed by the FCAC on a case-by-case basis to determine whether a compliance issue exists and if so, the necessary action to be taken.

Public Accountability Statement

A Public Accountability Statement is required to be filed by federally regulated financial institutions in Canada (FRFIs) with more than CAD 1 billion in equity. RBC Dexia Investor Services Trust's 2010 Public Accountability Statement is available here.

Accessible customer service

RBC Dexia is committed to ensuring that our services are always provided in a manner which respects the dignity and independence of persons with disabilities and affords them equal opportunity to benefit from the services. We have developed a policy to ensure we consistently maintain the highest standards of accessibility and responsiveness. Our employees who work directly with the public have been trained on these standards.

National Instrument 24-101

National Instrument 24-101 provides a legislative framework to ensure more efficient and timely processing and settlement of institutional trades in Canada. Based on the terms of the Instrument, trade matching parties are required to acknowledge their intent to comply by executing a Trade Matching Statement or Trade Matching Agreement. RBC Dexia Investor Services Trust's Trade Matching Statement is available here.

Locate unclaimed property

Alberta, British Columbia and Quebec currently have laws in place requiring the holders of unclaimed property to make reasonable efforts to locate and contact their rightful owners, if their last known address was in one of these three provinces.

Cash deposits

In the unlikely event of RBC Dexia Investor Services Trust being unable to meet its liabilities, clients may have certain rights with respect to cash on deposit.

Service of enforcement notices

In compliance with the Support Orders and Support Provisions of the Trust and Loan Companies Act, Canada, specific RBC Dexia Investor Services Trust offices have been designated for the service of enforcement notices.