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. Transcript:

You can listen to Episode 94: Turning Consumer Feedback into Action - Lessons from Ontario's Financial Regulator online on Radio and Podcast. Open the player on this page to stream the available audio.

Episode 94: Turning Consumer Feedback into Action - Lessons from Ontario's Financial Regulator is an episode from Regulation Matters: a CLEAR conversation by Council on Licensure, Enforcement and Regulation.

This episode is 25:45 long.

This episode was published on Oct 14, 2025.

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