Episode 94: Turning Consumer Feedback into Action - Lessons from Ontario's Financial Regulator

In this episode of Regulation Matters: a CLEAR conversation, host Line Dempsey speaks with Stuart Wilkinson, Chief Consumer Officer at Ontario’s Financial Services Regulatory Authority (FSRA), about practical approaches to consumer engagement in regulation. Stuart explains how FSRA amplifies the consumer voice through research and a consumer advisory panel, ensuring that consumer experiences with regulated services inform regulatory priorities. He shares examples of how this work has shaped FSRA’s operations, from developing a vulnerability framework to integrating consumer insights into supervision plans. The discussion also addresses common challenges regulators face when engaging the public and why listening to consumers is essential to protecting the public interest.

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Then, engage in further discussion on CLEAR's Regulatory Network (members-only, join here).

• Do you think regulators should spend some of their limited resources on listening to consumers? If no, why not?
• If yes, what are some leading practices you'd like to see adopted more widely, or some big ideas that you'd like to see tested?