Relationship Disclosure
Introduction
The purpose of this document is to provide information to clients of Optimize Wealth Management Inc. and Optimize Global Asset Management Inc. (collectively “Optimize”). As a client of Optimize, it is important that you understand your relationship with us. The Relationship Disclosure Information document (“RDI”) provides you with important information about our roles and responsibilities, your accounts at Optimize and the services available to you. We ask that you take the time to read this document carefully.
In this disclosure, we refer to Optimize as “we”, “us”, or “our”.
A current version of this document will be provided to you at account opening. It is also available on our website and via links shared with you. When there is a material change to this document, Optimize will notify you electronically and provide a link to the updated version on our website. If you have any questions related to the content of this RDI, please do not hesitate to contact your Portfolio Manager (“PM”), Associate Portfolio Manager (“APM”) or Financial Professional (“FP”). Not all information outlined in the RDI may apply to your personal circumstances or your relationship with Optimize.
About Us
Optimize Wealth Management Inc. is registered with the Canadian Investment Regulatory Organization (“CIRO”) to carry on business as an Investment Dealer in the provinces of Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Québec, Saskatchewan and Yukon. Optimize Wealth Management Inc. is also a member of the Canadian Investor Protection Fund (“CIPF”). Optimize Global Asset Management Inc.’s primary regulator is the Ontario Securities Commission (“OSC”). It is registered as a Portfolio Manager in the provinces of Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Northwest Territories, Nunavut, Ontario, Prince Edward Island, Quebec, Saskatchewan and Yukon. Optimize Global Asset Management Inc. is also registered as an Investment Fund Manager in Ontario and Exempt Market Dealer in the provinces of British Columbia, Manitoba, Ontario and Saskatchewan.
Investment and portfolio management is offered through Optimize, while financial services and solutions such as financial planning, tax preparation, insurance solutions, debt management, and will preparation are offered through our affiliate, Optimize Family Office Services (“Family Office Services”).
Our Services and Products
Services
Optimize provides investment management services for your discretionary managed accounts. This means we make investment decisions based on the information you provided to us as part of the Know-Your-Client (“KYC”) collection process. The KYC includes your investment objectives, time horizon and liquidity needs for each of the individual accounts you open with us. Your PM or APM use this information to invest in a Model Portfolio pursuant to the Investment Policy Statement (“IPS”). By signing a Managed Account Agreement (“MAA”) with Optimize, you authorize your PM or APM to make investment decisions on your behalf in accordance with the MAA and IPS. Your MAA contains additional information on the terms and conditions of the management services.
In addition to portfolio management services, Optimize offers other professional services. These are covered by the management fee you pay us. Included in this service offering is expertise in financial planning, estate planning, will preparation and tax preparation through Family Office Services.
Products
Managed Accounts
Optimize offers a suite of private pooled investment funds, used in the construction of the Model Portfolios offered through the Optimize Private Client Program (the “Program”). You will be provided with the Optimize Fund Disclosure Document at account opening which describes, among other things, the Program, Conflicts of Interest as they relate to the management of the Funds, fees which are charged by Funds and expenses.
Non-Managed Accounts
On an exception basis, we offer commission-based non-managed accounts. In commission-based accounts, clients are responsible for investment decisions they make and may initiate trades on their own with or without recommendations of their PM or APM. Clients pay a flat fee per trade in these accounts. Fees will be disclosed to you prior to Optimize placing a trade on your behalf.
Accounts may hold the following investment products:
• Cash and cash equivalents such as T-bills and other money market instruments;
• Fixed income or debt securities such as bonds and debentures, and preferred shares;
• Equities, including warrants, and ETFs; and
• Investment funds, including mutual funds.
The ability to liquidate assets held in your account(s) will depend on the type and nature of account(s) you have with us. Generally, there are no restrictions on liquidating assets held in your account(s) unless you hold securities that place restrictions on selling. Please speak to your PM or APM for more information.
Your Managed Account with Optimize
Accounts are managed on a discretionary basis by Optimize under the direction of a PM or APM and in accordance with the mandates established by your KYC information and IPS. In some circumstances, there may be assets held in your account which are excluded from the PM or APM’s discretionary authority. For example, you may have deposited securities (“Non-Core positions”) into your account which cannot be sold due to market conditions or other trading restrictions. In these circumstances, we will only transact on those investments based on your instructions. Although we are responsible to conduct a suitability assessment on these investments, we are not responsible for the investment performance of such securities.
Fee Options
Fee-Based Managed Accounts:
In a managed account, the day-to-day activity of monitoring your portfolio and making investment transaction decisions is done by your PM or APM. The fees that are applicable to this type of account are detailed in the Managed Account Agreement you sign when you open the account. You should discuss the available managed account offerings with your PM or APM.
Commission Based Accounts:
In a commission-based account, you will be charged a commission for each transaction made in your account at the time of the transaction. For equity transactions, which include common and preferred shares, Exchange traded funds (“ETF’s”) and other listed securities, the commission charge is added to the purchase price of the security or deducted from the proceeds of a disposition. These amounts will be identified on the transaction confirmation that you receive.
For fixed income products, other than preferred shares, commission may be charged in the form of a spread. A spread is a charge built into a fixed income investment. It reflects the difference between the cost of the product to us and the price at which it is offered to you. All financial institutions charge spreads on fixed income products. Spreads cover the cost of the transaction and the associated risk from holding fixed income products for distribution.
Should you choose to hold mutual funds within your accounts, you may pay management fees or transaction fees, depending on the fund. All mutual funds charge management fees which are deducted from the funds’ assets and used to pay the fund company's expenses and profit margin. These are charged as a percentage of the fund asset value and are disclosed in the fund prospectus and annual information form or offering memorandum. Some funds distribute a portion of that fee to the distributer in the form of a trailer fee.
Other Fees and Charges
Currency Conversion:
If you conduct a trade involving a security denominated in a currency other than the currency of your account, a currency conversion may be required. In such instances, we will act as principal in converting the currency. We may earn revenue in addition to the applicable commission on the trade.
Interest:
If you engage in a trade using margin or do not settle a trade in a timely manner, you will be charged interest until the trade is fully paid for. Your account will be charged interest at rates established in accordance with industry standards.
Administrative Fees:
For clients of Optimize Wealth Management Inc., administrative fees for our services are detailed in the Account Service Fee Schedule which is distributed to you when you open an account with us. For clients of Optimize Global Asset Management Inc., administrative fees for our services are detailed in the Account and Services Agreement and Disclosures as well as the Statement of Disclosure of Fees and Services Charges. These are provided to you by our Custodian upon account opening.
Investment Fund Management Expenses:
When you invest in an investment fund such as a mutual fund, there is typically a management fee and other expenses paid by the fund to cover the costs of managing and administering the fund. As an investor, you don’t pay these costs directly, but they reduce returns. The ratio of expenses as a percentage of a fund’s assets (the “MER”) of the fund is a factor that we consider before recommending it for your account.
Pre-trade Disclosure of Fees and Charges:
We will disclose transaction specific charges for any non-managed accounts. This disclosure may be either written or verbal. This disclosure will either establish a standing practice for all transaction charges or will be specific to each individual transaction.
Notice of Price Changes:
We will provide you with 60 days written notice of any changes in fees, excluding interest charged on client accounts and trade commissions. Interest will be shown on your client account statements. Any commissions charged will be detailed on your trade confirmation.
Impact of Investment Expenses, Fees and Charges on Your Returns
The fees described above under the headings “Fee Options” and “Other Fees and Charges”, reflect the value of our advice and services. These fees and charges will affect the returns on the investments by reducing returns. Over time, similar to the compounding effect of performance returns, the compounding effect of these fees and charges will affect how your portfolio grows.
Opening an Account with Optimize
We are required to obtain certain KYC information from you before executing any transactions. We are required to put your interests first, ahead of our own interests and any other competing considerations, when making any recommendations or taking any investment action in your account.
KYC and Suitability
To meet our suitability obligation, we are required to collect and maintain current and appropriate KYC information to ensure our actions are suitable for you. To satisfy our regulatory requirements, we require certain personal and financial data, which includes inter alia your name, age, address, telephone number, e-mail address, occupation, financial situation (income and net worth) and other information pertaining to your family. The information collected will be used:
a) to establish your identity;
b) to establish whether you are an insider of a reporting issuer;
c) to establish your investment needs and objectives;
d) to understand your personal circumstances;
e) to establish your investment time horizon;
f) to note your investment knowledge;
g) to assess your financial circumstances; and
h) to determine your risk profile, which is made up of your willingness to take on risk (your risk tolerance) and our assessment of your financial ability to take on risk (your risk capacity).
Optimize is required to take reasonable steps to confirm that recommendations made or investment action taken is suitable for you. This means that we will ask you, from time to time, to provide us with updated KYC information. At least annually your PM, APM or FP, as applicable, will ask you to confirm your KYC information. You are also responsible for providing any updates as necessary. We will provide you with a copy of your KYC information at account opening and when there are significant changes to the information.
In addition to the foregoing, we will assess suitability on a periodic basis, including in the following circumstances:
a) when securities are received or delivered into your account by way of deposit or transfer-in;
b) when securities are withdrawn from your account;
c) when there is a change to your PM or APM;
d) when we are informed about material changes to your KYC information;
e) when we become aware of a change in a security in your account that could result in the security or your portfolio no longer being suitable; and
f) in response to certain, significant market fluctuations.
Trusted Contact Person
We encourage you to provide us with the name and contact information of a trusted contact person. This should be an individual with whom you are comfortable sharing your financial or personal circumstances, in specific circumstances. We may contact your trusted contact person or disclose information about you or your account under the following circumstances:
a) if we are concerned that you are being exploited financially;
b) if we are concerned about your mental capacity as it relates to your ability to make decisions involving financial matters;
c) to obtain the name and contact information of your legal representative, if any; and
d) to obtain your contact information if we cannot get in touch with you.
You confirm that you have the consent of the Trusted Contact to provide us with their name and contact information, and that individual knows you are naming them as your trusted contact.
Temporary Hold
If we reasonably believe that you are in a vulnerable position, are being financially exploited or that you are experiencing diminished mental capacity, we may place a temporary hold on a particular transaction. A “vulnerable position” includes where an illness, impairment, disability or aging-process limitation places you at risk of financial exploitation. If we place a temporary hold on a transaction, we will provide you with notice, either written or verbal, explaining our reasons for the temporary hold, and at least every 30 days thereafter until the temporary hold is revoked. We may also contact your Trusted Contact person about a temporary hold.
Your Relationship With Optimize
It is important that you actively participate in this relationship. We encourage you to:
a) keep us accurately informed regarding your personal circumstances. Promptly advise us of any material change to information. Material changes are changes in your personal circumstances that could result in a change to the types of investments appropriate for you. These could include a change to your income, investment objectives, risk tolerance, time horizon or net worth;
b) review the documentation and other information that we provide to you regarding your account, transactions conducted on your behalf and the holdings in your portfolio; and
c) ask questions about your account, transactions conducted on your behalf, the holdings in your portfolio, or your relationship with us or anyone acting on our behalf.
Custodian Arrangements
Optimize does not take physical custody of your assets or accounts. All of your assets and accounts are held in your name by an external Custodian. The Custodian may also be a carrying broker and member of the CIRO. The primary benefit of having a third-party Custodian is to minimize risk of loss.
Managed Assets are held at National Bank Independent Network (“NBIN”). NBIN is responsible for holding the securities and cash held within your Managed Account. NBIN is responsible for the safekeeping and recordkeeping of all securities and cash, and for providing you with ongoing statements on a timely basis. Although NBIN is responsible for delivering these statements to you, both Optimize and NBIN are responsible for ensuring the accuracy of the statements. Should you have any questions related to your statements, you may contact NBIN directly at the contact details provided to you at account opening or at:
National Bank Independent Network
130 King Street West, Suite 3200
Toronto, ON M5X 1J9
Email: NBINinformation@nbc.ca
Account Statements and Performance Reporting
You will receive a statement either monthly or quarterly. Your account statement will show all account activity (including purchases and sales, contributions and withdrawals, dividends, interest, transfers or any other transactions occurring in that period). The statement will also list your current holdings and the value of your portfolio as of the close of the last business day of the reporting period. Please be aware that where no reliable market value can be determined, such as in the case of a security that has ceased trading, no value will be given.
Please ensure that you review all statements carefully. You must inform us of any inaccuracies or omissions within 30 days of the date you receive it. If you do not contact us, we will consider that you have authorized and accepted the transactions listed in your account.
NBIN as our Custodian is responsible for producing and providing you with trade confirmations, account statements and CRA Tax Receipts (T3s & T5s).
Annual Report on Charges and Other Compensation and Investment Performance
On an annual basis, we will provide you with a consolidated report on charges, other compensation and investment performance. This statement will detail the fees you paid. This includes operating, transaction or other charges related to your managed account. The report also includes the annualized total percentage return of each of your accounts calculated on a money-weighted and time weighted rate of return, and the performance of your accounts net of fees. The money-weighted rate measures how well your account has performed, taking into consideration the timing of your personal deposits and withdrawals, as well as most of the cost charged to your account.
Privacy Policy
Optimize has adopted a policy outlining collection, use and disclosure of personal information. If you have a privacy matter you want to report please contact compliance@optimize.ca and we will respond to your concern in a timely manner.
Risks
We are required to provide all clients with a description of risks to consider when making an investment decision. Depending on the nature and type of your investment the risk will vary. Below is a non-exhaustive list of the investment risks to consider.
Capital risk: the risk that you may lose the money you invest.
Business risk: the risk inherent in the operations of the entity or industry in which you have invested.
Currency risk: the risk associated with currency fluctuations if you invest in non-Canadian dollar denominated securities, or in companies whose businesses are carried out in foreign jurisdictions which create exposure to foreign currency fluctuations.
Interest rate risk: the risk that the principal of a debt instrument that you’ve invested in will go up or down as the interest rates in the economy go up and down.
Commodity risk: the risk that exposure to certain commodities, or to companies whose business is dependent on commodities, may be directly affected by movements in the price of the commodities.
Concentration risk: if you invest in relatively few securities, then this lack of diversification across all sectors, regions or countries and may result in higher volatility.
Specialization risk: if you invest primarily in one industry or market capitalization range, then this may cause your investment performance to be more volatile and strongly affected by the overall economic performance of the area of specialization.
Risk of loss: investing, in general, has risk associated with it, including the risk that the investor may lose a portion or all of an investment.
Risk of loss of key personnel: the business you invest in may be dependent on a small number of key officers and employees, the loss of any of whom could have an adverse effect on your investment.
Leverage risk: the risk of loss associated with borrowing.
Using Borrowed Money to Finance an Investment
Using borrowed money involves greater risk than a purchase using cash resources only. If you borrow money to purchase securities, your responsibility to repay the loan and pay interest as required by its terms remain the same even if the value of the securities purchased declines.
Using borrowed money to purchase securities can amplify the gain or loss on the cash invested. It is also important that you are aware of the terms of any loan that is secured by securities or other investments. The lender may require that the amount outstanding does not rise above an agreed percentage of the market value of the investment. Should this occur, you would be required to pay down the loan or sell the investments to return the loan to the agreed percentage relationship.
Conflicts of Interest
A conflict of interest exists where: (i) your interests, and the interests of Optimize or its personnel (including PMs, APMs or FPs) are inconsistent or divergent; (ii) Optimize or its employees may be influenced to put our interests ahead of your interests; or (iii) monetary or other benefits available to us or our employees may compromise your trust in us.
It is our policy to identify conflicts of interests and ensure we always resolve them in your best interests and ahead of our own. If we cannot resolve a conflict in your best interest we will avoid the activity in its entirety.
Optimize will provide you a Conflicts of Interest Brochure which provides details on identified conflicts of interest. It is delivered to you at account opening and posted on our website.. You will be notified if we make any updates:
Potential conflicts of interest can include, but are not limited to:
a) Fair Allocation of Investment Opportunities;
b) Referral Arrangements;
c) Sales practices, compensation arrangements and incentive practices;
d) Outside Activities;
e) Best Execution; and
f) Fair Valuation.
COIs exist when we exercise our discretion to invest your Account in proprietary products of related affiliates. The conflict arises because we receive additional revenue from the Funds in which you invest, which we would not receive if your Account were invested in third-party funds or securities. In this case it may be perceived that we are favouring our business interest over yours.
We manage this conflict by:
a) Ensuring that each Optimize Model Portfolio, and the underlying Optimize Funds, in your Account, are recommended to you based on a comprehensive suitability assessment. You will only receive the products that are appropriate for you in our professional judgement. We undertake a comprehensive Know-your-Client/Suitability process that is supervised by Compliance.
b) When we recommend a product, we do so because we have used our professional judgement to assess the appropriateness and suitability of the investment for you. The depth of our investment team allows us to effectively assess our products and services to ensure they are competitive and suitable to each client.
c) We disclose the fees associated with services provided to you, including management fees, performance fees, custodian, and trading fees. This means you can compare and evaluate our costs.
d) There are some PMs and APMs who receive a portion of their compensation which is derived from the value of assets they manage. This conflict is managed as the bonus is calculated on the overall value of assets, there is no incentive paid for at a client or product level or for performance of the Funds.
e) We regularly review comparable funds in the marketplace.
Related and Connected Issuers
The Optimize Funds are the only investment products that are managed and distributed by Optimize. Optimize is the trustee, investment fund manager and portfolio manager of the Funds. As such, the Funds are related and connected issuers of Optimize. Optimize earns management fees and, in some cases, performance fees from the Funds. The Optimize Funds are the only related and connected issuers of Optimize.
For more information on the Optimize Funds, please refer to the Optimize Fund Disclosure Document provided at the link below:
Optimize Fund Disclosure Document
Related Dealers and Advisors
Due to our affiliation with Optimize Financial Group Inc. ("OFG") and its affiliates, we have policies to deal with any potential conflict of interest that may arise. Our affiliates are described below.
Optimize Wealth Management Inc. and Optimize Global Asset Management Inc. are wholly owned by Optimize Financial Group Inc. (“OFG”). Optimize Wealth Management Inc. is registered with CIRO to carry on business as an Investment Dealer in the provinces of Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Québec, Saskatchewan and Yukon. Optimize Wealth Management Inc. is also a member of the Canadian Investor Protection Fund (“CIPF”). Optimize Global Asset Management Inc. is registered with the Ontario Securities Commission (“OSC”) as a Portfolio Manager in the provinces or territories of Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Northwest Territories, Nunavut, Ontario, Prince Edward Island, Quebec, Saskatchewan and Yukon. Optimize Global Asset Management Inc. is also registered with the OSC as an Investment Fund Manager in Ontario and Exempt Market Dealer in the provinces of British Columbia, Manitoba, Ontario and Saskatchewan. OFG is also an shareholder, meaning it directly or indirectly holds more than 20% of any class or series of voting securities, of other dealers, advisors and affiliates of Optimize Family Office Services Inc.
Although there is overlap among the directors and officers of these companies, all of them operate as separate legal entities. These entities may, from time to time, cooperate in offering products and services (including management, administrative and referral services). There is no exchange of client information among these entities without a client consent or unless the information is reasonably necessary to provide a specific product or service.
These relationships are subject to certain legislative and industry regulations. Optimize internal policies and procedures to supplement these requirements, including our policies on confidentiality of information.
Other Related Companies
Optimize, OFG and their affiliated companies may hold an interest or participation in other related companies.
Best Execution Policy
Optimize maintains a Best Execution Policy that covers the following products:
a) Equities;
b) Fixed Interest;
c) Exchange Traded Funds (ETFs);
d) Collective Investment Schemes; and
e) Structured Products.
The Best Execution Policy requires that Optimize take steps to obtain the best possible result for our clients, when executing orders.
We execute only through high quality, well known, financially sound third-party investment firms. This may include brokers, their affiliates acting as a market makers, liquidity providers or non-EU entities performing similar functions. As part of our selection criteria for new brokers, Optimize considers:
a) their order execution arrangements and order execution policies;
b) perceived creditworthiness, reputation and financial stability;
c) access to markets and quality of service (such as responsiveness and promptness of execution);
d) competitiveness of costs access to available services (e.g., top quality research); and
e) ability to manage illiquid instruments and to provide consistently competitive spreads.
The choice of vendor may be limited in some cases because of the nature of the order, or client specific requirements. For example, some instruments such as structured products, cannot be traded on-market and therefore would have fewer options for sourcing best execution. An annual review is completed to ensure our vendor firms’ policies are keeping within the best practices framework.
The Role of a Financial Professional (“FP”)
Optimize provides clients with access to supplementary services, such as financial planning, tax and will preparations as well as estate planning through Family Office Services. These services are delivered through your FP. Your PM and APM will continue to manage your investments on a discretionary basis in the Program. The supplementary services are available to all clients of Optimize through Family Office Services and are included with the fees you already pay.
The FP is responsible for:
a) Coordinating Financial Plans;
b) Reviewing of Plans on an annual basis;
c) Coordinating estate planning and preparation of wills;
d) Coordinating tax planning or tax preparation; and
e) Providing Insurance Solutions if they are licensed to do so, or to refer you to a licensed Insurance agent where applicable.
In some circumstances, your FP may also be your PM or APM, if they have attained the required accreditations. In those instances where the FP does not have the registration to act as a PM or APM, one will be assigned to manage the investments in your Managed Account.
Complaints and Dispute Resolution
Schedule “A” describes the complaints and dispute resolution service available to you.
Benchmarks
We do not believe that money should be managed with relative performance in mind, but that absolute wealth creation and its sustainability are of the utmost importance. As a result, we do not benchmark the performance of our Managed Accounts against any indices. Optimize measures success against the benchmark of producing long-term, after-tax returns that are greater than inflation. Some clients may find that comparing their portfolio to a benchmark is a useful exercise for monitoring purposes. Investment benchmarks usually provide a broad measure of the return generated by specific asset classes over a given period. They are often referred to as reference indices since the most common form of investment benchmark is an index - such as a stock or bond index. A benchmark must replicate the security or portfolio you are monitoring as closely as possible for the comparison to be meaningful.
Referral Arrangements
Optimize has established referral arrangements with third parties. Optimize both pays and receives payment for the introduction of potential clients and the provision of financial services. Where you are receiving services which fall under such arrangements, you will receive specific disclosure regarding the nature of the agreement between Optimize and the person or company that is making or receiving the referral.
Schedule A
COMPLAINTS PROCESS AND INDEPENDENT DISPUTE RESOLUTION SERVICE
Our Complaint Process
Optimize has policies and procedures for handling client complaints outlined below. If you have a complaint related to any advising or trading activity of Optimize, we would like to hear from you. Complaints should be in writing and to the attention of the Chief Compliance Officer. Please include any details that would be pertinent including, the date, what happened and your requested resolution. Any complaints should be sent to:
Email: compliance@optimize.ca
You may want to consider using a method other than email for sensitive information.
Optimize will acknowledge your complaint in writing, within five (5) business days of receipt. We may ask you to provide more information to help us resolve your complaint. You should make your complaint as soon as possible after the event occurs, reply promptly if we ask you for more information and keep copies of all relevant documents, such as letters, emails and notes of conversations.
Optimize will provide written notice of its decision within ninety (90) days of receiving your complaint which will include:
a) a summary of the complaint;
b) the results of Optimize’s investigation; and
c) an explanation of our decision.
If Optimize cannot provide you with its decision within ninety (90) days, Optimize will inform you of the delay, the reason why and provide a new date for our decision
Taking your Complaint to the Ombudsman for Banking Services and Investments (“OBSI”)
If you are not satisfied with our decision, you may be eligible for the independent dispute resolution service offered by OBSI. Bringing an action to OBSI will not restrict your ability to take a complaint to a dispute resolution service of your choosing at your own expense, or to bring an action in court. Keep in mind there are time limits for taking legal action.
If you are a Québec resident, you may consider the free mediation service offered by The Autorité des Marchés Financiers.
OBSI’s services are provided free of cost and is an independent dispute resolution service available should Optimize not provide its decision within ninety (90) days after you made your complaint, or you are not satisfied with Optimize’s decision. Please keep in mind that OBSI can only recommend compensation of up to $350,000, which you must agree to when you decide to use their resolution services. There is also a time limitation of 6 years from the time that you first knew, or ought to have known, about the event that caused the complaint. If you are not satisfied with Optimize’s decision, you have up to 180 days after Optimize provides you with its decision to take your complaint to OBSI.
Filing a complaint with OBSI
Contact OBSI
Email: ombudsman@obsi.ca
Telephone: 1-888-451-4519
For more information about OBSI, visit www.obsi.ca
OBSI works confidentially and in an informal manner. It is not like going to court and you do not need a lawyer. During its investigation, you may be interviewed, along with representatives from Optimize.
Once OBSI has completed its investigation, it will provide a recommendation. OBSI’s recommendations are not binding to either party. If you are not satisfied with the recommendation, please keep in mind you may opt to take the compliant to a dispute resolution service of your choosing at your own expense.