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Effective Date: December 31, 2021
We are providing guidance for Dealer Members (Dealers) on compliance with the requirements introduced under the Client Relationship Model (CRM) project1 . The CRM project addressed:
While each of these issues can be viewed in isolation, the intent of the CRM project was for the different elements to work together within the larger CRM framework and our Rules. Essentially, each of these requirements is a part of the broader fundamental obligation of the Dealer and its representatives under securities legislation to deal fairly, honestly and in good faith with clients.
This Guidance Note addresses the first three of these issues.
Section 3216 of the IIROC Rules2 establishes minimum standards for client/firm relationship disclosure to be provided by Dealers to clients at the time of account opening. The policy rationale underlying section 3216 is that all clients should have a good understanding of the services they will be provided when they open an account.
Section 3216 provides for a degree of flexibility as to the form and format of the relationship disclosure, but in all cases the information must be in writing, in plain language and must contain all of the required elements. Section 3216 allows for standardized disclosure to be provided to particular groups of clients, or all clients. Where Section 3216 requires the Dealer to advise as to whether optional services can be obtained from the Dealer, the costs associated with such services must be provided.
The relationship disclosure to be provided to the client must include a description of the products and services of the Dealer, the nature of the account and the responsibilities of the Dealer. IIROC staff understands that many Dealers are already providing clients with marketing information that includes at least some information on products, services and account types offered. However, to provide more complete information, the client should also be advised as to specific limitations and Dealer responsibilities that might exist for the different classes of accounts it offers (for example, an order-execution service account versus an advisory account). The relationship disclosure information will help the clients understand:
One of the fundamentals in the advisory relationship is the requirement for the Dealer to satisfy the investment suitability requirements contained in Rule 3400. Accordingly, IIROC staff expects the Dealer to provide a fulsome, clear and meaningful explanation of its suitability determination obligation in the relationship disclosure information it provides to its clients (sub-clause 3216(5)(ii)(d)). To ensure accurate client understanding of this obligation, the relationship disclosure must include a description of both when and how suitability assessments will be made. Further, the client should be made aware of the limitations on the obligation and whether account suitability reviews will be performed in situations apart from those listed in the Rule. In particular, the Rule requires that clients be informed whether or not suitability reviews will be performed in response to significant market fluctuations. This will ensure that the client is aware of whether or not an account suitability assessment will be performed during a period of significant market fluctuation.
The types of transaction, position and performance reporting to be provided to the client must also be disclosed to the client (sub-clause 3216(5)(ii)(e)).
The disclosure required under sub-clause 3216(5)(ii)(f) is an extension of the CRM conflicts of interest management standards.
The disclosures required under sub-clauses 3216(5)(ii)(g) through 3216(5)(ii)(l) are an extension of our account operation and transaction fees/charges, account related documentation and client compliant handling requirements. Dealers must inform their clients as part of the relationship disclosures of the types of fees/charges they can expect to incur, the account related documentation they will receive and the complaint handling process in place at the Dealer. Consistent with the requirements of National Instrument 31-103 – Registration Requirements, Exceptions and Ongoing Registrant Obligations (NI 31-103), IIROC staff expects the discussion of account operation and transaction fees/charges will include all charges a client may incur during the course of acquiring, selling or holding an investment product position, including amounts to be paid indirectly to the Dealer by the client. For example, mutual fund fees/charges disclosure should include a discussion of the management expenses that are deducted from fund performance by the mutual fund manager and the types of fees/charges, such as trailing fees, that may be paid to the Dealer by the mutual fund manager from these collected management expenses.
Furthermore, it is consistent with good business practice to disclose to a client the charges specific to a transaction prior to recommending or accepting instructions from a client to purchase or sell a security in an account other than a managed account. Specifically, Dealers are encouraged to adopt best practices which include disclosing the following information prior to the acceptance of a client’s order:
In the case of the purchase of a mutual fund security on a deferred sales charge basis, the Dealer should advise clients that a charge may be triggered upon the redemption of the security if sold within the time period that a deferred sales charge would apply. The actual amount of the deferred sales charge, if any, would need to be disclosed once the security is redeemed.
The obligations of Dealers to provide certain specific disclosures regarding suitability do not apply for order-execution service accounts, as there is no suitability determination obligation for such accounts. Apart from this exception, all of the required elements listed in section 3216 must be addressed in the Dealer’s relationship disclosure provided for order-execution service accounts.
Beyond the required content set out in section 3216, the Dealer may also elect to include additional information in the relationship disclosure. In consulting with Dealers, IIROC staff has noted that some Dealers recommend steps to be taken by their clients to maintain a successful relationship with the firm. These include:
Although there are a variety of business models employed by Dealers, IIROC expects that in a typical initial face-to-face client meeting, the Registered Individual3 will sit down with the client and explain to him or her the purpose and use of important account opening information that is collected from the client and important account opening documents, including the relationship disclosure materials, that are provided to the client. As part of this meeting, “know your client” information would be collected from the client and, based on the information collected, the client would be provided with the relationship disclosure materials and other important account opening documentation that detail the account service and investment product offering that is most appropriate for the client. Sufficient time should be spent reviewing the relationship disclosure materials with the client to ensure that the client has a clear understanding of the account relationship they are being offered.
If the proposed account relationship is acceptable to the client, the Registered Individual would then complete the account opening forms and obtain the required client signatures and/or acknowledgements. The client would then be provided with a copy of the forms and disclosure documents. Ideally, throughout this process, the client will be raising any questions and the representative will be providing meaningful responses. The intent of the relationship disclosure is to ensure that all clients have answers to some basic questions on the account relationship, whether or not the client raises these questions with their representative.
Dealers are required to provide the relationship disclosure information to all retail clients. In the case of retail clients of Dealers that are introducing brokers, this obligation must be met by the introducing broker. It is expected that new clients will be provided with the information at the time of account opening.
Where significant changes to the relationship disclosure information have occurred, it is expected that the Dealer will provide timely notice to clients of any changes. This could be accomplished by including details of the updated information with a regular client communication, such as the client statements.
There are a number of provisions in the existing IIROC Rules that set out Dealer and Approved Person obligations relating to specific conflict of interest situations between Dealers and clients and between Approved Persons and clients. In addition to these existing specific obligations, Part B of Rule 3100 further clarifies the existing obligations that Dealers and Approved Persons have to manage conflicts of interest with their clients. These obligations require Dealers to have written policies and procedures in place for identifying and addressing material conflicts of interest and to carry out these policies and procedures. Part B of Rule 3100 also sets out a general framework for:
Subsection 3111(2) requires that all existing or potential material conflicts of interest between an Approved Person and a client must be addressed by the Approved Person “in a fair, equitable and transparent manner, and consistent with the best interests of the client or clients.” Conflicts can be addressed by avoiding, disclosing or otherwise controlling the conflict of interest situation. In addition to this general requirement to address material conflicts of interest between the Approved Person and the client:
As a result, the requirements collectively mandate when a conflict of interest between an Approved Person and a client must be addressed by avoiding the conflict, or must be addressed at least in part by disclosing the conflict of interest to the client. The requirements do not mandate the other approaches which must be used to further control the conflict of interest situation.
Sub-section 13.4(2) of N1 31-103 requires that “A registered firm must respond to an existing or potential conflict of interest.”
Having said that, material conflict of interest situations can only be addressed / responded to by:
As with the other elements of the CRM project, the Rule requiring that material conflicts of interest be addressed should be read in light of the fundamental statutory obligation imposed on all registrants to deal with clients fairly, honestly and in good faith. The intent of Part B of Rule 3100 is to provide greater clarity to Dealers as to how these basic principles can be satisfied when considering conflict of interest situations.
In a number of cases, Approved Persons will address conflict of interest situations by disclosing it to the affected clients. However, in other cases, to properly address a material conflict, the Dealer may need to implement policies and procedures and the Approved Person will need to carry out procedures that go beyond simple disclosure. For instance, NI 31-103 requires registrants to execute a written agreement as well as providing prescribed disclosure prior to entering into a referral arrangement. Other types of personal financial dealings, if permitted, may also necessitate additional measures, such as requiring the client to obtain independent advice before entering into a transaction.
Subsection 3111(3) requires that “Any existing or potential material conflict of interest between the Approved Person and the client that cannot be addressed in a fair, equitable and transparent manner, and consistent with the best interests of the client or clients, must be avoided.” When determining whether a conflict of interest between an Approved Person and a client must be avoided, Approved Persons should consider:
Further, the guidance in Companion Policy 31-103CP provides the following general examples of material conflict of interest situations that must be avoided:
Consistent with the avoidance standard set out in Section 3111(3), the following is an example of a specific rule that stipulate conflict of interest situations between an Approved Person and a client which must be avoided by the Approved Person:
Subsection 3112(2) requires that all existing or potential material conflicts of interest between a Dealer and a client must be addressed “in a fair, equitable and transparent manner, and considering the best interests of the client or clients.” In applying this requirement, it is recognized that it is not always possible or practical for a Dealer to address all conflicts of interest in the best interests of each client when the conflict of interest situation involves multiple clients with competing interests.
The general approaches used by Approved Persons to address conflicts of interest between themselves and their client(s) must also be followed by Dealers when addressing conflict of interest situations between Dealer(s) and their clients. As previously stated, material conflict of interest situations can only be addressed / responded to by:
Companion Policy 31-103CP also sets additional guidance when the conflict of interest situation involves multiple clients with competing interests. Specifically, Dealers “should make reasonable efforts to be fair to all clients” and “should have internal systems to evaluate the balance of these [client] interests.” The conflict of interest that arises between a Dealer’s investment banking client, issuing public securities and the Dealer’s retail clients, who will be offered the new issue, is cited as an example of a competing interests scenario.
Subsection 3112(3) requires that any “material conflict of interest between the Dealer and the client that cannot be addressed in a fair, equitable and transparent manner, and considering the best interests of the client or clients, must be avoided.” In applying this subsection, Dealers should consider the same factors as an Approved Person would consider when assessing whether to avoid a conflict of interest with a client.
Consistent with the avoidance standard set out in Subsection 3112(3), the following are examples of specific rules that stipulate conflict of interest situations between a Dealer and a client which must be avoided by the Dealer:
Subsection 3112(4) requires that “The Dealer Member must adequately supervise how existing or potential material conflicts of interest between the Approved Person and the client are addressed by its Approved Persons pursuant to section 3111.” This requirement is consistent with the general expectation that Dealers should adequately supervise all activities they undertake; in this case the conflict of interest management activities of their Approved Persons.
As previously stated, section 3113 requires disclosure to the client of a material conflict of interest situation that has not been avoided “in all cases where a reasonable client would expect to be informed.”
When determining whether a conflict of interest must be disclosed to the client, the guidance in Companion Policy 31-103CP requires Dealers to consider whether the conflict of interest affects the services that are being provided or that are proposed to be provided. As part of this guidance, the example of a registered individual recommending a security they own is cited and it is suggested that “this may constitute a material conflict which should be disclosed to the client before or at the time of the recommendation”.
Consistent with the disclosure standard set out in 3113, the following are examples of specific Rules that stipulate conflict of interest situations which must be disclosed to the client by the Dealer:
In general, the guidance in Companion Policy 31-103CP concludes that the only scenario under which a material conflict (that has not been avoided) would not be disclosed to the client under the “reasonable client” test would be where the Dealer has taken other steps to control the conflict of interest and has effectively ensured, with reasonable confidence, that the risk of loss to the client has been eliminated. As a result, disclosure is fundamental in addressing / responding to material conflicts of interest.
The disclosure should be timely and meaningful to the client. Specifically, disclosure should be made before the product or service related to the conflict is sold or provided to the client. Further, the disclosure should be sufficient to provide the client with an understanding of the specific conflict. A generic form of disclosure simply stating that conflicts may arise will not satisfy the Dealer’s obligation to respond to specific conflict of interest situations that may arise.
Furthermore, disclosure and informed consent is not an appropriate alternative to conflict avoidance in those cases where avoiding the conflict is the only reasonable response. Implied or expressed consent does not discharge a Dealer from the obligations to comply with their regulatory requirements.
Many conflict of interest situations are compensation-related, where the Approved Person’s / Dealer’s interest in being compensated for a transaction or service is inherently in conflict with a client’s interest in growing their wealth. As part of the requirement to address these compensation-related conflicts of interest and consistent with the requirements set out in subsections 3111(2) and 3112(2) to address conflicts of interest:
On the topic of compensation practices, Companion Policy 31-103CP states that “Registered firms should consider whether any particular benefits, compensation or remuneration practices are inconsistent with their obligations to clients, especially if the firm relies heavily on commission-based remuneration. For example, if there is a complex product that carries a high commission, the firm may decide that it is not appropriate to offer that product.”
IIROC Rules this Guidance Note relates to:
This Guidance Note replaces IIROC Notice 12-0108 – Client Relationship Model - Guidance.
This Guidance Note was published under Notice 21-0190 - IIROC Rules, Form 1 and Guidance.