The banks must provide a clear, uniform set of guidelines that explains to bank customers and bank employees:

1. An initial list of documents required for different types of bank services;

2. A secondary list of documents that may be requested at the bank’s discretion;

3. Setting out timelines required by law for requests and responses;

4. A list of valid reasons for refusals of services;

5. An official appeals process for customers to correct errors or dispute refusals;

6. Guidelines for depositing relatively small amounts of cash up to $10,000 (the amount that can be brought across the border undeclared)

7. A direct way to contact an English-speaking bank employee without delay;

Banks must also make online banking interfaces fully available in English (including mobile apps).