February 4, 2020
RBC’s Statement
Mr. Harris’ [Harney] Complaint
It is important clients know that Interac e-transfers remain safe and are delivered securely to the
intended recipient, particularly when clients follow safe email, password and security question
protocols. These protocols are clearly articulated in Electronic Access Agreements, and our
website. Additionally, we generally reimburse clients after an investigation determines that they
took all reasonable precautions.
We understand that this has been a difficult situation for Mr. Harris but, in our letter to him, we
outlined the reasons for our decision. RBC takes seriously its responsibility to protect clients
from fraud. This includes educating them about the role they play in safeguarding their email,
and how they communicate security questions and answers. Clients can learn more about safe
email, password and security question practices on our website, and also register for
AutoDeposit to further safeguard their e-transfers.
Comment re: Client Agreements
Our client agreements provide clients with important information about the role they play in
safeguarding their accounts and information. Clients must read them – they cannot avoid liability
by failing to read the terms and conditions. If they have questions or concerns, we are available
to answer them through our branches, online channels, Client Care and our Advice Centre.
Because our Electronic Access Agreement covers multiple topics, they can be long. They are
organized using topic headings to make it easier for clients to find relevant information, bullet
points, and plain language drafting to help guide clients through them.
Clients agree to create an effective e-Transfer question and answer known only to them and the
recipient and, importantly, not to share that information in email, text messages or the optional
message field that may accompany the e-Transfer transaction. This is written in our Electronic
Access Agreement which governs e-transfers agreements.
Prior to clicking send on an e-transfer, we also notify clients that anyone is entitled to claim the
e-Transfer who correctly responds to the security question, whether or not they intended that
person to receive the funds. This is also in our Electronic Access Agreement.
AJ Goodman I Director, External Communications, Personal & Commercial Banking I