Mack has decades of experience in the non-profit sector, including 10 years at ABC Life Literacy Canada. As its Executive Director, he led ABC’s efforts in Financial Literacy and was instrumental in the launch and growth of the highly successful Money Matters program. Through his work at ABC, Mack also became a voice and advocate for the financial literacy sector and the partners within the community.

Most recently, Mack was the VP Learning and Public Programs at the Royal Ontario Museum, where he led a large team of passionate educators, facilitators, and administrators working towards a museum experience for everyone.

He begins this new role on October 1st, 2024.

Credit Counselling Canada is the national industry association and accrediting body for Non-Profit Credit Counselling Agencies.

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Consumer rights and debt is an increasingly important topic. As modern societies move toward open data movements in government, health care and banking, it’s important to note that North American society wasn’t built on a bedrock of a citizen’s right to know.

Sociologist Michael Schudson reveals how consumer rights movements between the 1950s and 1970s were based mainly on environmental activists’ demands, consumer advocates and investigative journalists.  Schudson outlines this drive toward modern transparency in his book, “The Rise of the Right to Know: Politics and the Culture of Transparency, 1945-1975.”

Schudson’s book campaigns for greater openness across several domains such as truthful communication in health care and transparency at all business and government levels. Today, in an era of constant information and the uncertainty amid COVID-19, it’s important to revisit this idea of consumer rights, specifically around consumer debt.

Most find it hard to open up about their finances and lack the courage to ask for help

Broadly, consumer rights ensure people obtain accurate and unbiased information and that they are not mistreated. Additionally, being informed on individual rights increases economic welfare. It also improves societal health by bolstering demand for openness and encouraging industries to make ethical progress.

In the consumer debt space, access to non-judgmental, confidential options is essential. Most find it hard to open up about their finances and lack the courage to ask for help. Despite a recent drop in consumer insolvencies, Canada is a heavily indebted nation. Unfortunately, that is not going to change anytime soon.

In a recent Credit Counselling Canada survey, Canadians revealed the issues they face when seeking debt assistance. The greatest challenge was a lack of focus on financial wellness and education (72 per cent). Next, a lack of transparency around fees (70 per cent). Then, concern about conflict of interest and a lack of transparency around an organization’s motives (69 per cent).

The survey also shows motivates people to get out of debt. It’s one of the oldest tropes in recovery, and a claim that’s been repeated for decades. You’ve got to hit rock bottom before you can change course. Strikingly, nearly four in 10 Canadians would have no idea where to turn when facing rock bottom.

More work needed to build awareness

Major work is needed to increase awareness of consumer rights around debt and debt relief. Canada is taking steps in the right direction. The Financial Consumer Agency of Canada recently renewed its Consumer Protection Advisory Committee, seeking to strengthen financial literacy and ensure appropriate regulations are in place. Nevertheless, more can be done.

Canada should look towards models in the U.K., Australia and New Zealand. Together these countries have invested upwards of $115 million in financial help services to supplement their COVID-19 relief packages. Although Canada has responded swiftly to address the immediate emergency, there is no long-term strategy to build Canadians’ financial well-being beyond the crisis. These countries have put the interest of indebted consumers first.  Moreover, they have developed a progressive framework of sustainable options, including the critical service of non-profit credit counselling.

Protecting the right to unbiased, safe and holistic debt relief requires action from several players. Governments, local community foundations and charitable foundations can band together to support the financial literacy goals of non-profit credit counselling. Funding can also help shift the economics of debt repayment through incentives for banks and credit unions to innovate.  Meanwhile, community centers and organizations can provide space and resources for consumer debt education. Finally, Canadians can seek out Canada’s non-profit, certified credit counsellors as a smart place to start.

It takes a collaborative approach

There is no panacea for Canada’s consumer debt problem. A cross-sector, collaborative approach that includes the non-profit, credit counselling sector is essential.

There is a clear path ahead.  One that involves a dual commitment to economic transparency and a progressive consumer debt approach. Egalitarian society advances when consumers have greater access to information and a protected set of rights. As we make our way through the second wave of the pandemic, we must strive to enshrine and elevate those rights.  Learn about Credit Counselling Canada’s bill of rights for Canadians in debt.

CEO of Credit Counselling Canada

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This enactment amends the Criminal Code to reduce the criminal rate of interest from sixty per cent to the Bank of Canada’s overnight rate plus twenty per cent on credit advanced for certain purposes, which would include personal, family and household purposes.

A full recording of the panel presentations can be viewed through the ParlVU webcasting service.

Credit Counselling Canada’s Executive Director, Patricia White presented the following:

Good morning Mr. Black, Ms. Stewart Olsen and Senate Committee members.  Thank you for the opportunity to appear as a witness regarding Bill S-237, An Act to amend the Criminal Code (criminal interest rate).

First here is some information about Credit Counselling Canada.  Credit Counselling Canada is a national member based association of not-for-profit credit counselling agencies which provide Canadians with education and guidance on money management as well as credit and debt management strategies.

Our 17 member agencies manage over 65 offices across the country deliver professional, compassionate, and objective assistance in person, by telephone and via internet to anyone in their communities. Certified counsellors provided counselling and education to over 175,000 individuals and families last year.  In Financial Literacy Month in November 2018 our members carried out 860 events attracting 17,300 participants just in that one month but we are busy year round. Last year over $103 Million was paid through debt repayment programs when enable clients to pay back the balance of their outstanding debt to creditors.

The current Canadian lending landscape has becoming increasingly complex and obscure to the general public. CCC members strive to create clarity for Canadian consumers to enable them to better understand their options for improving their personal financial situation.

As you deliberate Bill S-237 I thought it would be important for you to understand what is actually happening with Canadian consumers with an actual example.

Anna lives in British Columbia.  She is 66 years old, widowed and a pensioner.  She accumulated debts due to lack of budgeting skills.  She was a single mother raising her daughter, worked 2-3 jobs her whole life just to get by and is still working at 66 in order to pay off her debts.  Anna struggled with debt for most of her life and never had the support to improve her financial literacy.  She declared bankruptcy in 2005. After her bankruptcy she was denied affordable lending by chartered banks and had to go to high interest lenders to assist her with unexpected expenses and deficits when her income didn’t cover monthly expenses.  When she came to one of our members she owed money to three installment loan companies (interest rate in excess of 30%) and 2 payday loan companies.  Anna has recently decided to pay her debts though a four year repayment plan with credit counselling.  She plans to retire when she is debt free at 71. She sought help through credit counselling to break the high interest rate cycle and was also provided with regular and ongoing support from her credit counsellor to ensure ongoing success.

What we have seen over time is an increasing demand on what are called ‘high cost alternative financial’ or ‘small dollar credit’ products.  These loans have high interest rates with additional fees that take them over the 60% limit with little or no transparency.

What we see are vulnerable consumers who aren’t able to handle these interest rates.  The majority of these consumers are elderly, recent immigrants, single mothers, indigenous people and those who are unable to borrow from traditional financial institutions due to their ‘high risk’ status as a borrower. You will note that these borrowers are already marginalized in our society on any number of fronts for varied variety of reasons.

We can’t stress enough the importance of good financial health and well-being.  Our society values have changed in recent generations.  People are encouraged to have lines of credit to meet the pressures of modern consumerism rather than saving for emergencies.  There is no buffer when life happens.  ‘Living paycheque to paycheque’ has become the norm for many Canadian families.  This is a problem that is making everyone vulnerable to excessive debt who requires quick access to high interest credit just to make ends meet.

I know that the media has been focused on the record levels of household debt compared to disposable income. But the root cause analysis is missing. There is a fundamental lack of financial literacy among our vulnerable populations. This lack of financial literacy becomes the foundational layer in the inability of many Canadians to save and borrow, two important financial behaviours.  They are limited to a complex borrowing and lending marketplace that can prey on the lack of strong financial literacy among consumers. And so the cycle goes on unless we find a way to protect the vulnerable and stop the cycle.

We have a few recommendations to suggest for your consideration:

1.    We strongly encourage a reduction in the interest rate with consideration of the way the interest is calculated and the additional charges such as late fees that are on top of the current rate. We support that you are consulting the industry before making changes.

2.    Ensure the legislation is enforceable by an appropriate oversight body that is accessible to any Canadian who wishes to report an infraction.

3.    Mandate the collection of data on usage of high cost alternative financial products to provide information for future evaluation.

4.    Make financial education available for high risk borrowers. Vulnerable consumers need more opportunities to learn about personal finances.  It is likely most useful at a time when they can fully appreciate the risks and benefits on whether or not to purchase additional credit.

5.    Restrict the online lending environment by requiring regulation through licensing.

Thank you for your time this morning.

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Credit Counselling Canada Award

This award recognizes a person, group or company that has supported the mission of not-for-profit credit counselling broadly or assisted in a specific endeavour with a member agency.

Joan Butler (L) & Al Antle

The Community Sector Council of Newfoundland and Labrador and its Chief Executive Officer, Penelope (Penny) Rowe, are this year’s recipient of the Credit Counselling Canada award.

This award recognizes the Community Sector Council’s contribution to identifying the need for debt/credit counselling services in Newfoundland and Labrador. They helped established the province’s first not-for-profit credit counselling service in 1982. Since then, they have continued their dedicated support for the agency and its mission through partnerships on financial literacy and various initiatives.

Penny, as the Executive Director of the Council, was a staunch supporter of the new debt/credit counselling agency, joining Al Antle, Executive Director and board members in meetings with the financial sector as they sought financial support. Penny also provided mentoring for the new Executive Director, both in the early days of his work with the agency and ongoing since then.

Credit Counselling Canada Exceptional Service Award

This award recognizes distinguished service or a special contribution above and beyond normal duties by an agency staff member to clients and/or the community.

Scott Hannah (L) & Craig York

Congratulations to Craig York, Credit Counsellor with the Credit Counselling Society. Craig is known throughout the organization as a capable, conscientious and caring individual who strives every day to do the best for his clients.

Craig is known as an employee you go to if you need something done. He thoroughly enjoys extra work and going the extra mile for his clients. He takes a lot of pride in being able to say that he has done all he possibly can to better the life of every client he speaks to. He does not back down when a client requires a champion and advocate for their situation. Craig consistently volunteers to work in other offices when needed, without any hesitation, and has recently been selected for leadership development.

Craig also does a fantastic job of setting his clients up for success by providing accurate and meaningful financial counselling.

“I was literally shocked at how knowledgeable, sensible, and helpful my counsellor was. I hope I am allowed to continue to draw on his expertise.”- Credit counselling client

Credit Counselling Canada Association Award

This award recognizes consistent dedication to the aims and objectives of CCC or its member agencies. The CCC Association Award is given for long-time commitment to credit counselling either nationally, provincially or regionally.

Pat White (L) & John Eisner

Congratulations to John Eisner, President of Credit Counselling Services of Atlantic Canada. John has devoted over 20 years to helping Canadians resolve their financial difficulties and gain practical money skills along the way.

John has volunteered his time and expertise on the Board of CCC, as a Membership and Accreditation reviewer, and Chair of the Creditor Relations Committee. Together with the Executive Director of CCC, John established exceptional working relationships with the national credit granting and banking community. This relationship enabled our Association to maintain the support and funding for our members’ services and programs.

Over his 20+ year career with his agency, his actions have always been guided by the best interests of consumers, students and Canadians in general. John has demonstrated tact and diplomacy when tackling difficult issues on behalf of our industry.

Congratulations to all 2017 credit counselling award nominees and thank you to those who took time to write and submit nominations. To learn more about the great work that takes place in the credit counselling industry, please visit the member highlights section on our blog.

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When consumers are struggling with debt, they have few options: continue to struggle with the debt payments without seeking help; file for bankruptcy; chose a consumer proposal, or enter into a debt repayment program (DRP). In deciding which path to choose many consumers lack clear understanding of the differences and long-term implications of debt relief options.

“When in a financial crisis, the focus is usually on eliminating the problem and reducing stress as quickly as possible. A consumer may know they need help managing their debt, but they do not know which option will best set them up for financial success in the long-term. Currently, no entity can provide that information,’’ explains Patricia White, Executive Director of CCC.

With this study, CCC will evaluate the financial behaviours of consumers once they exit their chosen program by comparing otherwise similar individuals who have successfully completed a DRP, consumer proposal or who were discharged from bankruptcy.

A study of this kind has never been undertaken in Canada. While studies have been conducted in the U.S with promising results, the scope of this study – comparing debt repayment programs with consumer proposals and bankruptcies using a Canadian sample – is truly unique. The study will provide understanding of debt relief options specifically for Canadian consumers.

“The study will not only provide CCC information on the effectiveness of our debt repayment program, but also inform additional industry stakeholders, such as the Office of the Superintendent of Bankruptcy and help inform and advance best practices within the industry,” says White.

Dr. Jodi Letkiewicz of York University will lead the research team as the key methodologist. Her specialization is in consumer sciences, with an emphasis on statistical methods and extensive experience in research. Dr. Letkiewicz is independent from CCC.

The sample will consist of DRP participants who completed the program between January 2013 and March 2014.  A similar size sample will be provided by TransUnion for the bankruptcy and consumer proposal groups.  A control, or baseline, group for each control cohort will be created for each scenario for a total sample size of approximately 27,000. During the analysis phase, researchers will construct multiple models to answer each of the key research questions to be explored:

• What are the demographic profiles of each of the participants in each of the debt relief programs and how do they differ from each other?
•  What is the impact of consumer participation in debt repayment plans, consumer proposals, and bankruptcies on subsequent financial outcomes?
• How do the financial outcomes differ from these three groups to a similar sample of consumers who didn’t choose one of the three options?
• How do the financial outcomes compare between consumers who participate in a debt repayment plan versus those who participate in a consumer proposal or a bankruptcy?
• Can we use past patterns of behaviours to predict credit problems? If so, what are the patterns that predict either use of a debt repayment plan, consumer proposal or bankruptcy?

Learn about the study outcomes.

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Al Antle – Mr. Antle is the Executive Director of Credit Counselling Services of Newfoundland and Labrador (CCSNL), an accredited member of CCC. He is a member of several CCC committees including Membership & Accreditation, Creditor Relations, Advocacy and an accreditation reviewer. Mr. Antle was the founding Executive Director of CCSNL 38 years ago and was instrumental in the founding of CCC.

James Callon – Mr. Callon is an Executive Consultant providing expertise in assessing financial market conduct risks; regulatory and institutional performance and capacity; and the effectiveness of regulatory programs. He is formerly the Superintendent of Bankruptcy, Commissioner of the Financial Consumer Agency of Canada and strategic advisor with the Department of Finance on consumer protection.

Ian Jarvis – Mr. Jarvis has been providing senior executive leadership in organizations that improve quality of life for over 25 years. He is the Chief Operating Officer at BC Utilities Commission, and former President and CEO of TransLink, Metro Vancouver’s regional transportation authority. He is a Chartered Accountant and holds an Institute of Corporate Directors Designation.

Denise Lockhart – Mrs. Lockhart is the Quality/Risk Coordinator at the Queen Elizabeth Hospital in Charlottetown, PEI. She is the former Executive Director of Family Service PEI, an accredited member of CCC. She has previous experience in curriculum development, counselling, and has served on several CCC committees. She currently a member of the CCC Membership & Accreditation Committee.

Continuing Credit Counselling Canada Board members include:

• Joan Butler, Sr. Instructional Designer, Memorial University
• Roland Gagnon, Full Scale Accounting Inc.
• Scott Hannah, President & CEO, Credit Counselling Society
• David Mohammed, Manager, BC Assessment
• Linda Morel, Executive Director, Sudbury Community Service Centre
• Susan Watts, Executive Director, Employment & Education Centre
• Kim Whitwham, Retired

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Ontario is renewing funding for programs to help people living on low incomes to manage their finances, announced Dr. Helena Jaczek, Minister of Community and Social Services, and Daiene Vernile, MPP for Kitchener Centre.  The funding will support five new Ontario Financial Empowerment Champions through Prosper Canada, to develop local solutions to improve financial literacy in their communities.

Dr. Helena Jaczek, Minister of Community and Social Services, and Daiene Vernile, MPP for Kitchener Centre, announce funding at The Working Centre.
Photo Credit: Prosper Canada

Congratulations to our members – Sudbury Community Service Centre partnering with Credit Counselling Service of Sault Ste. Marie and Thunder Bay Counselling Centre, who have been selected as Ontario Financial Empowerment Champions. They will receive funding to find local solutions in financial literacy and help those with low-income levels with tax filing, personal financial coaching and money management.

Credit Counselling Sudbury, a division of Sudbury Community Service Centre Inc. is a non-profit, registered charitable organization. They have been providing practical assistance and guidance to people with debt and money management problems in the Greater Sudbury area since 1972.

Credit Counselling Service of Sault Ste. Marie & District is a non-profit, registered charitable organization, and a member agency of the United Way. They have been providing practical assistance and guidance to people with debt and money management problems in Sault Ste. Marie & District since 1969.

Thunder Bay Counselling is the leading provider of personal and workplace support services. They are an independently operated, not-for-profit organization. Counselling, education and support services are provided by professional counsellors to help people make positive changes in their personal, family or work lives. This year, Thunder Bay Counselling will celebrate their 50th anniversary!

Ontario Supporting Free Tax Clinics and Financial Coaching

Ontario is helping people who are living on low incomes access resources to improve their financial security.

Read More: news.ontario.ca/mcss/en/2017/03/ontario-supporting-free-tax-clinics-and-financial-coaching.html

To discover more credit counselling agencies across Ontario, visit our Ontario member listing.

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The National Steering Committee on Financial Literacy includes 15 representatives from the public, private and non-profit sectors. It supports Canada’s Financial Literacy Leader, Jane Rooney, in fostering FCAC’s collaboration and engagement with stakeholders, with initiatives to strengthen the financial literacy of Canadians.

Ms. White brings over thirty years of experience in the not-for-profit credit counselling industry, first as a counsellor, followed by Executive Director for the Ontario provincial association and the Canadian national credit counselling association. She has a unique perspective on the needs of Canadians with socio-economic challenges.

”Credit Counselling Canada member agencies are counselling over 30,000 people annually and I look forward to being their voice, advising the Leader on emerging trends and issues facing Canadians,” says White.

Each member will be called upon to deliver evidence-based initiatives that contribute to the goals of the National Strategy for Financial Literacy—Count Me In, Canada. They will also be required to report on the progress of their sector in moving the strategy forward.

”CCC members do fabulous work in their communities and are regularly exploring and developing new ideas to best meet the needs of the populations they serve. Some examples include educational programs in post-secondary institutions, elder abuse prevention initiatives, programs with newcomers and youth transitioning out of care.”

The committee’s efforts will empower Canadians to achieve the following goals:

• manage money and debt wisely
• plan and save for the future
• prevent and protect against fraud and financial abuse

”Mortgage debt and consumer debt have increased significantly. Many Canadians are finding themselves in problematic financial situations and the financial literacy agenda needs to be pushed forward. With the national strategy to guide us, I anticipate this committee will help Canadians build a better financial future,” says White.

For more information on the National Steering Committee on Financial Literacy or the National Strategy for Financial Literacy—Count Me In, Canada please visit the Financial Consumer Agency of Canada.

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