FAQ

You can reset your PIN either on the phone or online. Before we reset your PIN, we have to make sure it's really you! We'll ask a few security questions.

To reset your PIN online:

1. Click the I'm a Client, let me in! tab, enter your Client Number and click Go!.
2. If this isn't your usual computer, answer your secret question and click Next.
3. Under the field where you would normally enter your PIN, click the link I forgot my PIN.
4. Enter the personal information requested, then click Next.
5. Your old PIN is now deactivated. Enter a new PIN, then click Next.
6. Your PIN will be reset and you'll have immediate access to your ING DIRECT accounts, both online and by phone.

To reset your PIN over the phone:

Call us at 1-888-464-3232 or 416-756-2424. Have a cheque handy when you call in so we can make sure we have the correct information. When your PIN has been reset, you'll have immediate access to your ING DIRECT accounts, both online and by phone.

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On February 26, 2008, the federal government proposed the introduction of the Tax-Free Savings Account (TFSA) as a new incentive to help Canadians save their money. The TFSA provides Canadians with an investment vehicle in which any interest (or earnings) are not taxed.

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DoubleSafe is the name of our enhanced login process which consists of two parts: "your picture" and "your phrase", and three secret questions that are secrets between you and ING DIRECT. Both of these steps help protect you, whether you're signing into your account online from your own computer or from somewhere else— a computer at work or the library, for instance.

DoubleSafe is designed to help prevent unauthorized access to your accounts while reassuring you that you're at the real ING DIRECT website. By becoming a standard part of your online login, it will help protect you against identity theft and fraud. It will also help you to better spot any attempts at email 'phishing' or online sites pretending to be ING DIRECT.

In addition, we have set up a hotline (1-888 SAFE 304) which you can call if you suspect that you have been 'phished' or if you have been directed to a phony look-alike site claiming to be ING DIRECT.

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To get started, just mail your cheque (made out to yourself for at least $1.00) to:

ING DIRECT
111 Gordon Baker Road
Toronto ON, M2H 3R1

In the memo portion of the cheque, please write your Client Number.

Once this deposit clears your chequing account (from your other financial institution), your account is active and ready to help you start saving. Please note that you can have up to 3 external accounts linked to your ING DIRECT accounts.

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Any deposits made by cheque or electronic transfer will be credited to your account, however, they will be held by ING DIRECT pending clearance. Your funds will earn interest from the dated of deposit, however the funds will be unavailable to you until the funds clear your linked transactional account. Generally electronic transfers will clear within 5 business days, cheques will clear within 5 business days and deposits into your account drawn from a US Institution will clear within 15 business days.

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The Automatic Savings Program is designed to be flexible; changes can be made online or over the phone with one of our Direct Associates.

To update online, please click on 'I'm a client, let me in' tab at www.ingdirect.ca. Once you've successfully logged in, simply click on the account number that has the Automatic Savings Plan (ASP) you wish to modify. Now click on the 'View my pending transactions' link in the left column. At this point you will be able to see the details of your ASP. To cancel or make any necessary changes to your Automatic Savings Program, choose Cancel.

If you wish to change or restart your ASP, you can do so by selecting the 'Start an Automatic Savings Program' link in the left column.

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After signing in to your account, click the My info and options tab and select the Links to External Accounts link. Here, you'll be able to delete an existing link to an external account or add another one by following the instructions on screen.

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Active Mutual Fund Accounts will get paper statements monthly. Active Savings Accounts will get paper statements quarterly.

Choose monthly electronic statements (e-Statements) for both your savings and mutual funds to keep it simple! Log into your account and select 'General Settings' under the 'My info & options' tab. Click the 'Edit' button beside Statement Preferences. Set your statement delivery to e-Statements or paper statements.

Please note that we plan to make e-statements available for our Credit Account and unmortgages soon.

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Moving money between your ING DIRECT account and your external chequing account is very easy. Transferring money between your two accounts is called an Electronic Funds Transfer (or EFT for those who like things short). An EFT takes 1 - 2 business days. It's safe, secure, and beats mailing a cheque. When you want to make a deposit to your account, or withdraw funds, simply do one of the following:

1. Go to www.ingdirect.ca and click the I'm a Client, let me in tab. Enter your Client Number and PIN. The account summary page will appear. Click the Move My Money tab and enter the transfer information.
2. Use our Interactive Telephone Service at 1-888-464-1111 or 416-756-9955 and follow the automated voice instructions
3. Call one of our Direct Associates at 1-888-464-3232 or 416-756-2424

Please remember that to transfer money into and out of your ING DIRECT account, you need both your Client Number and PIN. You can find your Client Number on a recent statement or on your ING DIRECT Card.

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Yes. Although we don't call ourselves one, ING DIRECT is a Canadian bank. We follow the same rules, are monitored by the same regulator, and have the same capital and other limits that all other Canadian banks share. Your savings and investments stay right here in Canada. ING DIRECT has a local Board of Directors, local employees and premises in Vancouver, Calgary, Toronto, Ottawa and Montreal. Also, we are members of the Canada Deposit Insurance Corporation which means you're eligible for up to $100,000 of coverage per account registration. ING DIRECT Canada has plenty of capital - in fact more than is required by the Canadian government. Although we are smaller than the big five Canadian banks, relatively speaking we hold as much or more capital. ING DIRECT has grown steadily as well. In 2008, we opened more than 55,000 accounts per month.

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ING DIRECT is a strong and growing company. In 2008, we made over $120 million in profit before taxes and have consistently made excellent returns. Canadians are opening new accounts as fast as ever. In 2008, we opened more than 55,000 accounts per month. ING DIRECT is the 7th largest savings bank in Canada and the 6th largest mortgage bank. Bottom line – Canadians continue to value and share in our beliefs: value for money, transparency, fairness and exceptional customer service.

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ING DIRECT is a Canadian bank that is regulated the same as other Canadian banks. We are owned by ING Group; one of the world's largest financial services companies, headquartered in Europe. We operate on a stand alone basis in Canada. This means that our people are located in Canada, your money stays in Canada, we are regulated in Canada and follow the same rules as all of the other Canadian banks.

Up until recently, ING Group also owned ING Canada, the insurance company. As planned, ING Group sold its shares in ING Canada so it can focus its attention on savings and investments. The sale of ING Canada had no impact on ING DIRECT as the companies were completely separate entities, with separate employees.

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The ING DIRECT brand began here in Canada more than a decade ago and it continues to be a core business for ING Group. ING DIRECT has been pivotal to ING becoming one of most recognized brands in the world and the 3rd largest savings bank globally. ING has been very transparent about the commitment to ING DIRECT businesses globally as the brand continues to grow and become a larger part of the Group overall.

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No. ING DIRECT is not a publicly listed company. You can buy shares in ING Group which is listed on the Euronext (Symbol: INGA) and the New York Stock Exchange (Symbol: ING).

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On February 26, 2008, the federal government proposed the introduction of the Tax-Free Savings Account (TFSA) as a new incentive to help Canadians save their money. The TFSA provides Canadians with an investment vehicle in which any interest (or earnings) are not taxed.

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The TFSA was designed to help Canadians save even faster by letting you keep the interest earned instead of having to pay taxes on the amount. Interest earnings are taxable, but the interest earned in your TFSA account is all yours (not the Taxman's). And because it is flexible, it is a great way to save not only for long term goals like retirement, but also for short term goals like the purchase of a car or down payment for a home.

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Any individual (other than a trust) who is 18 years of age or older and who has a valid Canadian Social Insurance Number (SIN) can be a holder of a TFSA.

Important Note: If you wish to invest in a Mutual Fund TFSA, you must have reached the age of maturity in the province that you reside in.

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Different financial institutions offer different TFSA products, but as a general rule any product offered as an RSP investment can be offered as a TFSA investment. This includes our Investment Savings Account, Guaranteed Investments (GIC's) and Streetwise Funds.

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Your TFSA contribution room for a given year is made up of your annual TFSA dollar limit ($5,000 per year), any unused TFSA contribution room from previous years , and any withdrawals made from your TFSA in the previous year (excluding transfers).

The $5,000 TFSA dollar limit is indexed based on the inflation rate, and the indexed amount is rounded to the nearest $500. For more information about your personal TFSA contribution room, please check with the Canada Revenue Agency (CRA) (www.cra-arc.gc.ca).

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Be aware of your contribution limit - The annual contribution limit for a TFSA is $5,000 per individual, per year. This limit is not to be confused with the balance of the Account. If you deposit $5,000 in January and then withdraw $1,000 in February, your balance is $4,000, but you have already contributed the maximum $5,000 for the year.

Withdrawals from a TFSA creates contribution room only in the following year - If you deposit $5,000 in Year 1 and then withdraw $1,000 you're already at the $5,000 limit for the year and can't deposit the additional $1,000 until the following year. Repeatedly depositing and withdrawing funds from your TFSA in the same year will use up your contribution room and may put you in a position where you may be charged penalties for exceeding your annual contribution limit.

Your contribution limit applies across all Financial Institutions - The annual limit of $5,000 applies to each individual regardless of whether your money is all invested at a single Financial Institution (FI) or multiple FI's. If you hold TFSAs with more than one FI, you must ensure that the total contribution made to all of your TFSAs does not exceed your available limits.

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If, at any time in a calendar month, there is an excess TFSA amount in your Account, you are liable to a 1% tax on your highest excess TFSA amount in that month. The 1% per month tax will apply on a pro‐rated basis for each month that the excess amount remains in a TFSA until the excess amount is removed or your limit increases to accommodate the excess amount. For further information or for examples of penalty calculations, please go to the CRA website.

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Interest or earnings (including capital gains) in your TFSA account will not be taxed.

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If you do not use your full TFSA contribution room during the year, it is not lost and you can carry the unused portion forward to the next year. This accumulation of TFSA contribution room is not capped or limited to a number of years.

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There is no restriction on the amount or number of withdrawals you make, and withdrawals you make during the year will create contribution room in the following year. All withdrawals are tax-free.

Example:
Contribution limit for year one $5,000
Contribution in year one $5,000
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Withdrawal in year one - $1,000
Contribution limit for year two $5,000
Plus withdrawal from year one +$1,000
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Total contribution room in year two $6,000

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Transfers between TFSA accounts at different institutions will be possible and will work similar to the RSP transfer process. You can hold more than one TFSA account, but the sum total of your contributions must not exceed your annual contribution limit.

Example: If you have a TFSA contribution limit of $5000 for the year, you can contribute $2,000 to a TFSA ISA and $2,000 to a TFSA GIC with ING DIRECT, and then you can put $1,000 in a TFSA account with ABC Bank as long as you do not contribute more than $5,000 in total for the year.

Similar to a Retirement Savings Plan (RSP), you will need to monitor your contributions each year to make sure you don't exceed your allowed contribution.

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Your spouse owns the TFSA, and so they will earn any investment income and capital gains in the account.

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No. While the TFSA is flexible, it is different from our Investment Savings Account and it is recommended you have both accounts. The most important thing to remember is that when you make withdrawals from your TFSA account during the year, the money can not be re-contributed until at least the following year. There is also an annual contribution limit on your TFSA.

For an unregistered Investment Savings Account, there are no limits on the amount you can contribute or withdraw.

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Yes, the TFSA account lets you designate someone to be a "Successor Holder" or "Beneficiary" for your TFSA. It is important to know the difference before you register your account and to also be aware if the province you live in currently allows the designation.

A successor holder must be your spouse or common-law partner and they will take over your account upon your passing. The TFSA will become registered in their name and they can contribute or withdraw funds as anyone else with a TFSA is able to.

A beneficiary can be anyone, including your spouse. If the TFSA only has a beneficiary listed, the funds will paid in cash to the beneficiary outside of the TFSA.

The provinces listed below allow you to designate successor holders and beneficiaries for your TFSA.

The following province is reviewing this option, but has not reached a decision:

The following province does not provide this option:

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We do not charge daily banking fees (yes, you read that correctly) which means you don't have to pay a fee just for going about your everyday banking. We do want you to be aware of certain instances, that don't happen very often, where fees will apply:

• Whoops! Protection late fee (if your Account is in overdraft for more than 30 days) $2.50/month
• Canadian Drafts (includes courier or pick-up at Café service) $10/draft
• NSF (Non Sufficient Funds) Cheques $25
• Stop cheque payment (applies to ING DIRECT cheques only) 1 Free per year, then $10 each
• Your first THRiVE Chequing Account Chequebook is FREE - subsequent cheque books (50 cheques) are $12.50.

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Interest is earned on all account balances in your THRiVE Chequing Account. Imagine that, your money is actually working for you and not being nickel and dimed away! Interest is calculated daily and paid monthly

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We're glad you asked! You can make deposits and withdrawals for free, using any ING DIRECT ABM machine, and machines that are part of THE EXCHANGE® Network.

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No, you get unlimited Interac^® debit purchases with your THRiVE Chequing Account.

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If you already have a THRiVE Chequing Account, complete the following steps to make your Account joint with another person.

1. Log into your Account at ingdirect.ca
2. Click on your THRiVE Chequing Account.
3. In the left column menu, select the option 'Make This a Joint Account'.
4. Follow the instructions that follow to make the Account joint.

If you're already an ING DIRECT Client, but don't have a THRiVE Chequing Account yet, complete the following steps:

1. Log into your Account at ingdirect.ca
2. Click on the 'Open new account' tab
3. Click on the 'Chequing Accounts link', then the 'Open a THRiVE Chequing Account' link.
4. Select the 'Please make this a Joint Account' checkbox and complete the application.

If you're not an ING DIRECT Client yet, complete the following steps to open up a THRiVE Chequing Account and make it joint:

1. Click on the Chequing tab at the top of the ingdirect.ca homepage.
2. Click on the 'Enroll Now' button.
3. On the first page of the application, there's a checkbox beside 'Please make this a Joint Account'. Click on the checkbox to select a joint Account and complete the application.
4. Send an initial deposit cheque for at least $1.00 for each Account holder

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With THRiVE Chequing's Free 30 Day Whoops! Protection, we'll cover you up to $250 if you're a bit short. You won't pay a fee or interest on the overdrawn funds, provided you pay the full amount back within 30 days. We'll even let you know (by email) when you use Whoops! Protection. If you don't bring your balance to or above $0 within 30 days, you will be charged a $2.50 Whoops! late fee for every 30 days that the account balance is under $0.

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Interac^® e-Transfer

• Interac^® e-Transfer is a service provided by Interac^®. They charge for the service.
• The banks using the service have the ability to transfer money via EMT instantly between each other without any holds.
• They are able to transfer instantly because Interac^® takes responsibility for the money so that other banks do not have to worry if funds go NSF (Not Sufficient Funds).

Regular Email Money Transfer (EMT)

• Regular Email Money Transfer (EMT) does not transfer funds instantly, because it uses the regular Electronic Funds Transfer (EFT) procedure.
• Funds arrive in the recipient's account 1-2 business days after the Email Money Transfer is accepted - just like an Electronic Funds Transfer (EFT).
• Note: Both Interac^® e-Transfer and regular EMT have very similar daily, weekly, and monthly limits for sending and receiving.

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YES! As of October 2011, your THRiVE Chequing Account can be used to send or receive money via Interac^® e-Transfer. Receiving an Interac^® e-Transfer is completely fee-free, and you can send Interac^® e-Transfers instantly to others for $1.00 each.

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As much as we’d like to, we can’t undo the Interac^® e-Transfer $1.00 fee, even for cancelled transfers.

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When you send an ING DIRECT Email Money Transfer or an Interac^® e-Transfer, the transfer amount will come out of your Account immediately.

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We'll automatically mail you an ING DIRECT card, and it should arrive within a week of opening your THRiVE Chequing Account. Your ING DIRECT card's PIN will arrive a few days after you receive the card.

Once you've activated your ING DIRECT card, you can access your THRiVE Chequing account by choosing "Chequing" at any ABM machine. You can make deposits and withdrawals without any unfair fees at any of the 2,300 ABMs on The Exchange Network.

You will not be able to access your Investment Savings Account (ISA) using your card. However, you can withdraw US funds from your US ISA at any of our ING DIRECT ABM machines.

Your ING DIRECT card is also good for unlimited Interac^® debit purchases from your chequing Account. If you have a Credit Account with us, you can still access it for a purchase by hitting "Savings" on an Interac debit machine.
If you use an ABM machine that is not a part of the Exchange Network, you will be charged a $1.00 fee. The other bank may also charge a convenience fee for using their machine.

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Unless set up in advance, all bill payments are posted the next business day. Keep in mind that weekends and holidays are not considered business days, so if the date lands on a weekend or holiday, your payment will go out on the next business day.

Here's how you can pay your bills online:

1. Log into your Account at ingdirect.ca
2. Click on the 'Move my money' tab, and select 'Pay my bills' from the drop-down menu.
3. Click on the 'Add Payee' link, and follow the prompts to add your payee's information.
4. Your payee will now display in your payee list. Enter the amount you would like to pay them, and click the 'Go' button. Your payment will be sent the following business day.

Here's a Tip: Pay your bill 2-3 business days before your due date to ensure that your bill is paid on time. Remember that different payees have different bill processing times.

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Your first cheque booklet of 50  cheques is on the house. If you need more cheques later on, you can order them online for $12.50 a booklet.
To order your cheques:

1. Log into your Account at ingdirect.ca
2. Click on the chequing account you want the cheques for.
3. Select 'Cheques & Drafts' from the left menu, then 'Order My Cheques'.
4. Choose the THRiVE Chequing Account you want the cheques for in the drop-down box. Double-check that your home address is correct, since it will be printed on your cheques. Click on "Edit" beside your address if you need to make any changes.
5. Click on "Go" and voila! Your cheques have been ordered and will arrive at your mailing address within 1-2 weeks.

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In order to properly protect your funds, we can only link to other Canadian bank accounts. Also, linked accounts must be in your name, as it is printed on the cheque you provided when opening your Account with us.

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You can have many accounts, but only $100,000 total of your single accounts, $100,000 total of your RSP Accounts, $100,000 total of your TFSA Accounts and $100,000 of your joint accounts at ING DIRECT are eligible for CDIC coverage

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Yes. If two people each have a single account, they'll each be individually covered for up to $100,000. Then, if they have a joint account together, they'll collectively be covered for up to another $100,000.

Jane's Investment Savings Account and GIC are covered with CDIC for up to $100,000 under the individual coverage, and both her RSP Investment Savings Account and Tax-Free Investment Savings Account are each covered up to $100,000 each.

Adding joint accounts to your portfolio means increasing your coverage above the basic $100,000 coverage.  

Mary has $100,000 individual CDIC coverage for her Investment Savings Account.  John has $100,000 CDIC coverage for his GIC. John and Mary's joint Investment Savings Account is also covered for $100,000 as a jointly registered account.

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ING DIRECT is making tax season easier by offering e-Receipts. Log into your Account, click on "My info and options", and then "General Settings". You can change your tax receipt preferences from paper to electronic. It's fast, secure and eliminates waiting for the mailman.

Receipts will be ready as follows:

T5 - Statement of Investment Income receipts by week of January 23, 2012

RL3 - Statement of Investment Income by week ofJanuary 23, 2012

2010 RSP Balance of Year - 2011 RSP Balance of Year RSP Contributions by Week of January 9, 2012

T4RSP - Statement of RSP Account Income (including HBP and LLP) by week of January 16, 2012

RL-2 - Statement of RSP Account Income (including HBP and LLP) for Quebec Residents by week of January 16, 2012

NR4 - Statement of Amounts Paid or Credited to Non-Residents by week of January 23, 2012

Receipts for RSP contributions made in the first 60 days of 2012 starting in March.

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The Canada Revenue Agency (CRA) form provides space for only the primary account holder's SIN on all T5 receipts. However, ING DIRECT does print the names of both the primary and secondary account holders on the T5. In general, you should report your share of interest from a joint account based on how much you contributed. Please check with the CRA (www.cra.gc.ca) for more information.

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Yes. If the interest paid on a GIC and/or any other non-registered investment product in a given calendar year is greater than or equal to $50, a T5 receipt is issued. ING DIRECT pays interest annually on the anniversary date of the GIC opening. However, your T5 will show only the interest earned during that calendar year.

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BOX 13 of your T5 receipt shows interest earned from Canadian sources. This includes interest earned on your US accounts, which is converted to Canadian dollars at an average annual conversion rate set by the Bank of Canada. This rate can be confirmed at the Bank of Canada website: www.bankofcanada.ca/en/exchange_avg_pdf.html

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No. T5's are not required for business accounts.

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e-Receipts are designed to help you at tax time by providing fast and easy access to what you need to file your tax return.

When you log into your account, click on "My info and options", and then "General Settings". Click the Edit button next to 'Tax Receipt Preference'. You can change your tax receipt preferences from paper to electronic. Once you're signed up, you'll get your receipts online from the date you switch to electronic delivery. You'll also have access to all your tax receipts for this tax year. You can find a link to the e-receipts inside the Message Board area once you're logged in.

If you signed up later and already received paper receipts, you'll see these same receipts online, marked "DUPLICATE" to help you stay organized.

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To get started, just mail your cheque (made out to yourself for at least $1.00) to:

ING DIRECT
111 Gordon Baker Road
Toronto, Ontario
M2H 3R1

In the memo portion of the cheque, please write your Client Number.

Once this deposit clears your chequing account (from your other financial institution), your account is active and ready to help you start saving. Please note that you can have up to 3 external accounts linked to your ING DIRECT accounts.

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The link between your ING DIRECT account and your external account will be created as soon as we receive your cheque in the mail. This will usually take between 5 - 7 business days from the time you mail your cheque. Call us anytime at 1-888-464-3232 or 416-756-2424 and we'll verify that the new link information is correct. When you call us, please make sure you have a cheque handy.

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There are a couple of reasons that you may not see your account as a TRANSFER TO or FROM option:

• Your account has not been used or viewed in the last six months and has become dormant
• You have missing or out of date account information

Call one of our Direct Associates at 1-888-464-3232 or 416-756-2424 and we'll be happy to update your information and complete your request.

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Moving money between your ING DIRECT account and your external chequing account is very easy. Transferring money between your two accounts is called an Electronic Funds Transfer (or EFT for those who like things short). An EFT takes 1 - 2 business days. It's safe, secure, and beats mailing a cheque. When you want to make a deposit to your account, or withdraw funds, simply do one of the following:

1. Go to www.ingdirect.ca and click the I'm a Client, let me in tab. Enter your Client Number and PIN. The account summary page will appear. Click the Move My Money tab and enter the transfer information.
2. Use our Interactive Telephone Service at 1-888-464-1111 or 416-756-9955 and follow the automated voice instructions
3. Call one of our Direct Associates at 1-888-464-3232 or 416-756-2424

Please remember that to transfer money into and out of your ING DIRECT account, you need both your Client Number and PIN. You can find your Client Number on a recent statement or on your ING DIRECT Card.

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You can reset your PIN either on the phone or online. Before we reset your PIN, we have to make sure it's really you! We'll ask a few security questions including some details about the external chequing account linked to your ING DIRECT account.

To reset your PIN online:

1. Click the I'm a Client, let me in! tab, enter your Client Number and click Go!.
2. If this isn't your usual computer, answer your secret question and click Next.
3. Under the field where you would normally enter your PIN, click the link I forgot my PIN.
4. Enter the personal information requested, then click Next.
5. Your old PIN is now deactivated. Enter a new PIN, then click Next.
6. Your PIN will be reset and you'll have immediate access to your ING DIRECT accounts, both online and by phone.

To reset your PIN over the phone:

Call us at 1-888-464-3232 or 416-756-2424. Have a cheque handy when you call in so we can make sure we have the correct information. When your PIN has been reset, you'll have immediate access to your ING DIRECT accounts, both online and by phone.

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ING DIRECT puts a hold on all deposits — five business days for electronic transfers and five for cheques. This hold helps maintain security, for you and for us, by allowing all financial institutions involved to verify the transaction details. Deposits begin earning interest the day they are posted even though the funds are on hold. We can process your transfer requests once the hold is lifted.

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For simple changes to your phone numbers, home mailing, or email addresses, go to www.ingdirect.ca and click the I'm a Client, let me in tab. Enter your Client Number and PIN. The account summary page will appear. Select the 'General Settings' drop-down under the 'My info & options tab'. Click on the 'Edit' button in the 'Home Address' section to change your information.

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After signing in to your account, click the My info and options tab and select the  Links to External Accounts link. Here, you'll be able to delete an existing link to an external account or add another one by following the instructions on screen.

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To update or correct any information on your account, call one of our Direct Associates at 1-888-464-3232 or 416-756-2424.

To change or hyphenate your name, you'll need to mail or fax a copy of your Marriage or Name Change Certificate, or Record of Marriage with a pre-printed license number to:

ING DIRECT
111 Gordon Baker Road
Toronto, Ontario M2H 3R1
Fax: 1-888-464-2929 or 416-756-2422

Make sure you include your Client Number on all documents you send in. Items we cannot accept as ID or Documentation include:

• Tax Labels
• Marriage certificates missing notary seal and license number
• Divorce Orders only showing married name
• Health Card
• Phone or Utility Bill
• Expired Drivers License
• Social Insurance Card

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Our Transit/Branch number is: 00152
Our Institution number is: 614

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If you applied online, you can check the status of your application on the website. To do this, go to ingdirect.ca and click the "I'm a Client, let me in" tab in the top navigation bar. Enter your Client Number and PIN. The account summary page will appear. At the bottom of the account summary — click on the 'Review Application' button in the Loans/Mortgage section.

If you applied over the phone and set up a PIN and Password, you can go online to check your application status. If not, our Mortgage Account Representatives are there to help you out, call us at 1-888-700-4604 to check your status.

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The 'unmortgage' is ING DIRECT's mortgage. It is designed to help homeowners to pay off their mortgage faster by offering flexible prepayment options and lower interest rates.

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The ING DIRECT Home Equity Line of Credit helps you borrow at a low interest rate by using the equity you've built in your home. We've designed the ING DIRECT Home Equity Line of Credit so that it's easy to pay off, because we know you'll want to get back to building your savings as soon as possible.

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ING DIRECT offers mortgages on properties that are zoned residential (up to 4 units). There are a few specific types of properties that ING DIRECT does not offer financing on. These include agricultural, commercial and co-operative properties, mobile homes or log cabins. Please call us at 1-866-700-4604 if you have a question about your property and whether ING DIRECT can provide financing.

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ING DIRECT only offers first mortgages.

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ING DIRECT offers mortgages on rental/investment properties (up to 4 units) that are zoned 100% residential. We provide mortgages and Home Equity Lines of Credit of up to 80% of the value of the property but do not offer preapprovals on rental properties.

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We will not offer financing while the home is under construction. ING DIRECT will guarantee a fixed rate for 120 days on new homes but funding of the mortgage will only happen once the home is at least 95% complete. In Quebec, the funding can take place after the 35 day legal period.

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For self-employed people, ING DIRECT offers a special mortgage. To qualify, at least one applicant must be self-employed or have 100% commission-based income. Applicant(s) are not required to confirm net or gross income, but must confirm that they are self-employed and have no income tax arrears.

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If you are new to the country, have a job and a limited credit history in Canada, you could qualify for an unmortgage - with a down payment as low as 5%. To qualify, you need to be in Canada for less than 5 years, employed full time for a minimum of 3 months and meet our credit criteria.

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The minimum down payment on owner-occupied property must be 5% of the purchase price. On rental properties, the minimum down payment has to be 20% of the purchase price.

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Applying for a mortgage with ING DIRECT is simple and easy. In fact it's so easy that there is no need for branches. You can just go online and fill out an application or give us a call. In both cases we have dedicated Account Representatives that can help you every step of the way.

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Yes, an ING DIRECT unmortgage is portable and assumable. The port must be completed within 120 days after the sale of your property. A person assuming your mortgage must apply and meet our standard credit criteria.

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If you are pre-approved for an unmortgage, we will guarantee your rate for 120 days. Naturally, if rates go down during that period, you will get the lowest rate.

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We offer a 5 year closed Variable Rate Mortgage, with an interest rate that is based on the ING DIRECT Prime Rate. At any time, you can convert the variable term into a fixed rate term of 3 years or more without charge.

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In order to qualify for a mortgage with ING DIRECT, we need your:

• Personal information
• Property details for your home
• Employment information
• Details of what you own (Assets)
• Details of what you owe (Liabilities)

And we may also need your:

• Recent credit card and loan statements
• Income statements such as a recent pay stub or the last 2 years' Notices of Assessment
• MLS listing

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The first step is to complete an application over the phone or online. We’ll send you a decision within 1 to 2 business days. Once the application is approved, a dedicated Mortgage Account Representative is assigned to help you every step of the way and collect the necessary information. Afterwards, you will meet with your lawyer to sign the documentation and finalize everything.

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ING DIRECT's prepayment options allow you to prepay a percentage of the mortgage loan above and beyond your regular scheduled payments, at no charge. This could save you thousands of dollars over the life of your mortgage. You may:

1. Make lump sum payments up to 25% of the initial mortgage amount annually. The amount can be made in increments as small as a $100, at any regular payment date.
2. Increase the amount of your regular payments by up to 25% on any regular payment date without charge. If you change your mind and wish to lower your payments back to the original principal and interest payment, you can do so on any regular payment date.

The prepayment options are all based on the mortgage year. The mortgage year begins the day you make your first mortgage payment. Any unused portion of the prepayment options cannot be carried over to the next year.

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You can apply up to 6 months before your renewal date. ING DIRECT guarantees fixed interest rates for 120 days from the date a mortgage application is submitted. If you're not ready to apply, but you'd like to keep up to speed on mortgage market trends and rates, you can sign up for the Interest Rate Monitor, and we'll send you monthly updates.

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You must ensure that the closing date of the condo falls within 6 months of the mortgage application date.

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The minimum time it takes for us to fund a mortgage and/or Home Equity Line of Credit is 10 to 15 business days; however, if there are special circumstances you can give us a call at 1-866-700-4604 and we'll discuss your options.

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You do not have to worry about informing your existing lender. Once you have authorized us, we will request a payout statement and payout the mortgage with your existing lender.

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There should not be any penalty involved with your existing lender if your mortgage is coming up for renewal. However, there may be a penalty if you are breaking a term with your existing lender. Since everyone’s situation is unique, different conditions can apply for different mortgages. We’d love to chat with you about any questions you have. Please give us a call at 1-866-700-4604.

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As with all other products from ING DIRECT, there are no fees or service charges to apply for a mortgage and/or Home Equity Line of Credit with ING DIRECT. There are always other expenses associated with purchasing a new home or adding to an existing mortgage. We've developed a handy closing cost checklist which will help you estimate the total cost of buying a home.

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ING DIRECT gets the property appraised through independent and accredited appraisers on its approved list.

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Your payments can be made from any designated bank account. You can either make payments from an ING DIRECT Account or your external bank account, the choice is yours.

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A pre-approval estimates a shopping range for new home buyers based upon their annual family income, credit history, net worth etc. and also guarantees the mortgage rate for 120 days. However, it does not guarantee financing. Once you have an accepted offer on a residential property, you'll need to give us a call.

New Home Buyers can also use our How Much Can I Borrow? Calculator and also sign up for Interest Rate Monitor to obtain regular updates on market trends and mortgage interest rates.

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An accelerated schedule of weekly or bi-weekly payments allows you to pay more towards your principal and reduces the amount of interest you pay over the life of your mortgage compared to a monthly mortgage payment. By accelerating your payments, you are making the equivalent of 13 monthly payments in one year as opposed to twelve. That's one additional monthly payment per year. To see how much you could save using an accelerated payment option, try out our payment calculator.

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If you are interested in taking advantage of our current low rates, you have a couple of options available to you. First, you can blend today's low rate with your existing rate, without penalty. Or the other option is to break your current mortgage contract (with penalty) and start a new unmortgage at today's rates.

For more information or to discuss which option is best for your situation, please call one of our helpful Mortgage Specialists at 1-866-700-4604 (Monday to Sunday, 7:00am to 12:00am ET).

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The ING DIRECT Variable Rate Mortgage was designed to provide flexibility that makes it easy to lock into a fixed rate mortgage of 3 years or more at any time without penalty. Remember, with a variable rate mortgage, your payments are subject to adjustment every 3 months. When the Prime Rate increases, so will your payments.

If you feel the time is right to fix your payments and your interest rate, all you need to do is give us a call at 1-866-700-4604 and we'll take care of you right away. Peace of mind is only a phone call away.

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Although your current mortgage hasn't reached its scheduled maturity date, you can take advantage of today's lower rates.

If your mortgage matures in the next 60 days, you should have already received your Renewal Offer in the mail outlining the current rates and terms available to you. The rates in your Renewal Offer are guaranteed for up to 60 days to your scheduled maturity date. That means, if at anytime during this 60 day period rates go up, you're guaranteed our Renewal Offer rate. And if rates go down, you automatically get that lower rate without having to do a thing.

If your mortgage maturity is in the next 120 days, you can renew your mortgage early without penalty at today's rates.

And if your mortgage maturity is more than 120 days away, you can blend the interest rate of your current mortgage with the interest rate available today for a new term, or you can break your current mortgage term and get a new term at today's interest rates.

For more information or to discuss which option is best for you, call one of our helpful Mortgage Specialists at 1-866-700-4604 (Monday to Sunday, 7:00am to 12:00am ET).

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The hours of operation for the mortgage department are Monday to Friday 8:00am-11:00pm ET, and Saturdays, Sundays and holidays 10:00am-6:00pm ET. To apply for a mortgage, call us at 1-866-700-4604.

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An open mortgage can be paid out at any time. A closed mortgage cannot be repaid beyond a lender's prepayment privileges before the end of the term without charge. In most cases open mortgages are offered at a higher interest rate than that of a closed mortgage.

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ING DIRECT does not offer pre-approvals for rental properties.

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At ING DIRECT, the minimum mortgage amount is $50,000. The maximum amortization periods are 35 years for conventional mortgages, and 30 years for high ratio mortgages.

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ING DIRECT offers optional Mortgage Life Insurance through Canada Life. The cost of Mortgage Life Insurance is based on the initial mortgage amount and the age of the applicants. A person must be between 18 and 65 years of age to apply for the insurance coverage.

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Premiums are based on your age at the time of application and mortgage balance. Once you're approved your premiums will not increase over the life of your unmortgage with ING DIRECT. Below are the monthly rates per $1,000 of balance, as well as an example of how premiums are calculated.

* Rates are subject to change. PST on insurance applies in Ontario and Alberta only.

Example: Let's assume you are 39 years old, your spouse is 37, and you have a mortgage balance of $150,000. For individual coverage your monthly premiums would be $30 per month ($0.20 x 150). If you decide to take joint coverage – meaning you would be covered should either you or your spouse pass away – your premiums would be $43.50 per month ($0.29 x 150).

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Yes you can. If when coverage begins, the total of all mortgages to be insured exceeds $500,000, premiums are only calculated on the $500,000 maximum, and the benefit that would be paid is pro-rated. For example if the mortgage balance was $570,000 at the time of insurance application and the balance owing at the date of death is $370,000 the benefit payable is: ($500,000 ÷ $570,000) x $370,000 = $324,561.

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An RSP (Retirement Savings Plan) is a federally registered tax-deferral plan designed to encourage Canadians to save for their retirement. Funds and interest earned on investments are tax-sheltered as long as the earnings stay in the plan.

ING DIRECT provides RSP Investment Savings Accounts and RSP GICs across Canada, and RSP Mutual Funds in most provinces. Mutual funds are offered by ING DIRECT Funds Limited, a wholly-owned subsidiary of ING Bank of Canada.

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The Home Buyers Plan (HBP) is designated for individuals who have not owned a home in any of the 5 calendar years preceding the withdrawal from an ING DIRECT RSP (RSP ISA, RSP GIC or RSP Mutual Funds). Money withdrawn must be used to purchase or build a home and the Client must meet all Canada Revenue Agency (CRA) requirements for being a first-time home buyer.

Maximum withdrawal amount is $25,000. If the home is purchased with another individual, each person may withdraw up to $25,000 for the same house. Funds must have been in an RSP account for at least 90 days. Home must be purchased by October 1st of the following year. There is no withholding tax on the HBP.

Neither you nor your spouse (or common-law partner) can own the qualifying home more than 30 days before the RSP withdrawal. A T1036 must be completed and sent to ING DIRECT. View the English HBP Form (PDF - Adobe Reader required). View the French HBP Form (PDF - Adobe Reader required). HBP withdrawals take up to 5 business days to be electronically transferred to your external chequing account.

You have up to 15 years to repay the HBP back into an RSP. Generally 1/15 per year is due. To use funds from a spousal RSP, the HBP form must be completed by the annuitant (the plan holder) not the contributor. In order to qualify for the Home Buyer Plan you must purchase or build a home in Canada. Additional requirements exist. Please confirm the requirements with the Canada Revenue Agency.

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You can withdraw from your RSP at any time. However, these funds will become part of your taxable income for that year, and they will be subject to a withholding tax, which can range as follows:

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Yes, you can elect to have more than the designated amount of withholding tax kept back when making an RSP withdrawal. For example, an Ontario Resident making a withdrawal of $4,000 could choose to have 20% withdrawn instead of the 10% required by the Canada Revenue Agency (CRA).

Interest earned is also subject to withholding taxes if transferred outside of an RSP product.

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An RSP Loan from ING DIRECT is a secured loan for RSP investments offered to residents in all provinces of Canada. The funds from the RSP Loan can be invested into an ING DIRECT RSP Investment Savings Account, RSP GIC, or an RSP Mutual Fund (provided you live in a province where ING DIRECT Funds Limited offers Mutual Funds). Mutual funds are offered by ING DIRECT Funds Limited, a wholly-owned subsidiary of ING Bank of Canada.

The maximum amount for an RSP Loan from ING DIRECT is $10,000.

If you open an RSP Loan, the funds are deposited as 'new' money into an ING DIRECT RSP account, and an RSP receipt is issued as if you had deposited funds that were not borrowed.

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To apply for an ING DIRECT RSP Loan, you must...

• Be a resident of Canada
• Be at least 18 years old — even if there is a co-applicant
• Have at least two years of credit history in Canada
• Have a valid SIN
• Have a steady source of income

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Generally, the CRA will not register an application if the applicant is over the age of 71, if the applicant is not a Canadian taxpayer, or if the applicant does not have any deduction room available for further contributions into an RRSP, with certain exceptions.

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The CRA reviews RSP applications against its criteria for registration of a plan, and registers those RSP applications that qualify for registration under the Income Tax Act (Canada). Upon registration, an RSP becomes an RRSP, a Registered Retirement Savings Plan. A Canadian taxpayer with an RRSP can then use RRSP deductions in his or her tax returns.

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In order for your RSP contributions to be eligible for the previous year's tax filing, you must make your contributions within the first 60 days of the current year. The deadline for RSP contributions is February 29, 2012.

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It's really easy to transfer your RSP funds to ING DIRECT!

If you are already a Client with an existing account, you can transfer your RSPs over to ING DIRECT by following these simple steps:

1. Log in to your account at ingdirect.ca and click on the "Transfer RSPs from another bank" symbol in the left menu.
2. Complete the simple transfer request form. You can transfer some or all of your funds. And you'll start earning our higher rates of interest the moment you click "Submit"!
3. Print the completed form, sign it and mail it to us at the address below:
   
   

   ING DIRECT
   111 Gordon Baker Road
   Toronto, Ontario
   M2H 3R1

If you do not have an account with ING DIRECT, you will first have to set up an ING DIRECT RSP Investment Savings Account (RSP ISA). When your account is opened and activated you can follow the step above by logging online to request a transfer of your RSPs. Remember, you'll be earning interest as soon as you sign up and even while the paperwork is still underway.

For information on how to open your RSP ISA Account just click here.

If you have any questions or would like to complete the process over the phone, feel free to give us a call at 1-888-464–3232.

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DoubleSafe is the name of our enhanced login process which consists of two parts: "your picture" and "your phrase", and three secret questions that are secrets between you and ING DIRECT. Both of these steps help protect you, whether you're signing into your account online from your own computer or from somewhere else— a computer at work or the library, for instance.

DoubleSafe is designed to help prevent unauthorized access to your accounts while reassuring you that you're at the real ING DIRECT website. By becoming a standard part of your online login, it will help protect you against identity theft and fraud. It will also help you to better spot any attempts at email 'phishing' or online sites pretending to be ING DIRECT.

In addition, we have set up a hotline (1-888 SAFE 304) which you can call if you suspect that you have been 'phished' or if you have been directed to a phony look-alike site claiming to be ING DIRECT.

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DoubleSafe is made up of two parts: a picture and phrase, and three secret questions that no one else knows. When you're at your own computer, enter your Client Number and click on the GO button. We'll show your DoubleSafe picture and phrase, which verifies that you're at the real ING DIRECT website. This is how you know it's us and that it's safe to enter your PIN.

If you're signing in from a different computer, we'll ask you one of your DoubleSafe secret questions to verify your identity. When you answer correctly, your DoubleSafe picture and phrase will appear. That's when you know it's safe to enter your PIN and sign in. And we know that it's really you.

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There are two reasons we've put DoubleSafe in place:

• First, it helps you confirm that you're at the real ING DIRECT website rather than at a phony look-alike site.
• Second, it helps us confirm that it's actually you accessing your accounts because the process helps us verify your identity. If we don't recognize your computer, we'll ask you one of your secret questions as an additional line of defense against unauthorized access to your accounts.

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In addition to using your secure PIN to log into our site, the DoubleSafe picture and phrase work to help you instantly know that you are on the real ING DIRECT website. If you are signing on from a different computer than you have registered with (e.g., at a library or internet café), we'll ask your one of your DoubleSafe secret questions so that we can positively identify you before letting you proceed. It works to make banking with ING DIRECT more secure and extra safe – DoubleSafe.

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Glad you asked! It's really quite easy. If you hadn't already set up your picture and phrase or chosen your three secret questions when you first logged onto our website, you will be asked to set up the process the next time you log in.

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One of the ways we recognize you is by placing a cookie on your computer when you register for DoubleSafe. The cookie contains a unique, randomly generated number used as an identifier that your web browser sends back to us when you log onto the ING DIRECT website.

This cookie only lets us know you're using your own computer and does not contain any personal information. No other website can read or use this cookie.

If you log in from another computer, no cookies will be found so the ING DIRECT site will ask you one of your DoubleSafe secret questions to verify your identity.

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A "cookie" is a small piece of data placed on your computer by a web server when visiting certain websites.

Cookies include a randomly generated unique number, and every time you log in from that same computer, your Web browser then sends us back this cookie. This acts as a security feature that lets us know you're using your own computer.

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When logging in from a computer that is not registered you will be asked one of the DoubleSafe secret questions that you set up. On this page you will also have the option to choose Remember my Client Number on this computer. If you check on this step then we will place a cookie on your computer and won't have to ask you a secret question next time you log in.

This cookie only lets us know you're using your own computer and does not contain any personal information. No other website can read or use this cookie.

If you log in from another computer, no cookies will be found so the ING DIRECT site will ask you one of your DoubleSafe secret questions to verify your identity.

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When an unauthorized person tries to sign in, the lack of a DoubleSafe cookie sent to us will let us know they're using a different computer, so we'll ask the user one of your DoubleSafe secret questions.

Making your DoubleSafe secret questions personal and unique will help prevent unauthorized access to your account if your PIN is stolen.

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Secret questions help prevent unauthorized people from getting access to your information online. That way, even if someone tried to use your Client Number and PIN to access your account online, they wouldn't know the answer to your secret question. But, it is important to remember that you need to keep your PIN safe and secure because if they have access to your personal computer and it's set up to remember you, they won't see the secret question.

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You may want to first check if you entered you Client number correctly. Or, if you recently cleaned or removed the cookies from your computer we will also need to ask you your DoubleSafe secret question again. When you sign in from a computer we don't recognize, we will need to ask you a secret question to confirm that it's really you.

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We have set up security enhancements to ensure that you are at the legitimate ING DIRECT website. Typing our address (www.ingdirect.ca) directly into your web browser will lead you to our site, at which time you will proceed through the secure login. Make sure you recognize your DoubleSafe picture and phrase before continuing. If you do not see these, do not enter your PIN.

Also remember that ING DIRECT will never send you emails containing links, so you need to be cautious with links found within emails. If you click on a link within an email that looks like it came from ING DIRECT, it may lead you to a phony look-alike website. This is known as 'phishing' and is a method (used by the bad guys) to steal your PIN.

If you do not see your DoubleSafe picture and phrase, or are not asked your personal secret question, do not enter your PIN. Check to see if you entered your Client number correctly. If you did and you still do not see your DoubleSafe picture and phrase, or you are not asked your secret question, do not enter your PIN.

You can phone the DoubleSafe hotline 1-888 SAFE 304 or send us an email at phishing@ingdirect.ca to report that you may have encountered a phishing site or email.

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Yes, you can access your account online from any number of computers and have the same DoubleSafe protection.

If you sign in from a computer that you haven't used before, just answer one of your secret questions to verify that it's really you. After answering correctly, you can choose to register that computer for future banking and avoid the secret question again with that computer. We do not recommend that you register public computers, e.g. at a library or internet café.

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Yes. There is no limit to how many people can sign into ING DIRECT from the same computer. Just remember not to share your Client Number, PIN, or answers to your secret questions. To make it easier for you to share a personal computer we allow you to save your Client number and also set up a nickname associated with it to help make banking with ING DIRECT easier.

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Yes, you can change your DoubleSafe picture and phrase, and secret questions at any time. To make the change, sign into the ING DIRECT website and click on 'General Settings' under the 'My info and options' tab located in the top right-hand of the screen after you have logged in. Then you can click on the 'Edit' button next to 'DoubleSafe Secure Login' to change your picture, phrase or secret questions.

This page will also allow you to update the following:

• Register your computer
• Unregister ALL computers that have your secret questions saved
• Remove your saved Client Number from ALL computers

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To reset your questions all you need to do is call 1-888 SAFE 304 and choose the option to reset your DoubleSafe questions. You will be asked to verify a few things and once the information is confirmed you will be able to go back online and reset your DoubleSafe secret questions.

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We have separated the two steps to ensure that your information stays DoubleSafe. When you enter your Client Number first, you will be asked to enter your PIN on the next page. This second page will show your DoubleSafe picture and phrase letting you know that you are on the ING DIRECT website before you enter your PIN. Or, if your computer is not registered you will be asked to answer your secret question before entering your PIN.

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Your money and privacy are protected from the instant you open your ING DIRECT account. Our security features are top notch and we continue to make enhancements to make it even better. If your security is ever compromised, we'll make things right. That's the ING DIRECT Security Guarantee.

Account protection
We cover your losses for unauthorized activity in any of your ING DIRECT account(s)...just be sure to notify us of the problem within 30 days of when the first statement that shows the unauthorized activity was made available to you. Call us at 1-800-ING-DIRECT.

We need your help too
Don't give out your Client number, secret questions (and answers) or PIN to anyone else. Log out at the end of each online banking session. Monitor your statements and pay attention to account alerts. And let us know immediately if you discover a transaction that you suspect is fraudulent.

If it's not your fault, we've got you covered, guaranteed!

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Trusteer Rapport is a security software that provides online identity theft and online transaction protection for consumers. ING DIRECT is offering you the Trusteer Rapport software for free. Trusteer Rapport will protect your web browser sessions with any website that contains private or personal information.

Trusteer Rapport is entirely transparent and does not require you to change the way you work or sign into websites. It does not require any configuration or maintenance; you simply install and browse safely.   For more information about Trusteer Rapport, please visit their website.

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To access the Trusteer download, click on the 'I'm a Client, let me in' tab on the ingdirect.ca homepage. The trusteer download is on the lower, right-hand corner of the login page.

You can also visit the Trusteer website at http://www.trusteer.com/ if you would like more information.

Download and installation is very simple. A few mouse clicks and Trusteer Rapport can be installed and running on your desktop in under 30 seconds. You do not need to register or submit any personal information and you do not need to restart your browser or reboot your computer after installation.rsps

Important Notes:

• At present the Trusteer Rapport software is not available for Mac
• Trusteer only offers support and information in English.

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Once Trusteer Rapport is installed you will notice a green or gray arrow in your web browser address bar. Each time you access a website that Trusteer Rapport protects, a "popup" will appear briefly. The popup automatically disappears after a few seconds and does not disturb your work. The pop up is there only to inform you that Trusteer Rapport protects this website. No action is required on your part. You can turn off the popup with a simple click. You can continue to work with the website the same way you did before. With Trusteer Rapport, no predetermined settings are altered, no changes are implemented, and you encounter no interference with your online activity.

When Trusteer Rapport identifies a security hazard it usually neutralizes the threat without having to inform you. In a few cases where it detects some level of risk, Trusteer Rapport may require a confirmation (i.e. Yes/No) from you before neutralizing the threat.

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A mutual fund is a pool of capital, which is invested and managed by professional investment managers. When you purchase units in a mutual fund you are contributing to own a portion of this pool of capital.

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Mutual funds provide investors with five principal benefits:

1. Professional Management
2. Diversification
3. Liquidity
4. Pooling of resources with other investors (economies of scale)
5. Record Keeping

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You can open a new account either online or by mail. Mutual Fund accounts cannot be open over the phone.

The quickest and easiest way to open a mutual fund account is online through our quick and easy paperless enrollment process. We have become the first mutual fund dealer to offer a complete paperless enrollment process!

If you're an existing ING DIRECT Client, login as a Client, go to the "Open new account" tab and click the "Mutual Funds" link.

If you're not an ING DIRECT Client, click here to apply.

You can also apply by Mail. Enrollment forms can be downloaded from the website or requested by phone at 1-877-464-5678 or 416-497-6204 between 8 a.m. – 8 p.m. Monday to Friday.

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YES! You can transfer funds you already own in cash only (no in-kind transfers) by submitting to us a Direct Transfer of Account form, which can be downloaded from our website. Transferring in-cash means that the funds you specify will be liquidated and converted to cash before being transferred here.

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We've simplified the investment process. All you need to do is to fill out our simple investor profile questionnaire and the appropriate Streetwise Fund will be presented to you.

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Yes! ING Direct Funds Limited is a member of the MFDA IPC. Learn more.

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You can view Streetwise Fund performance information on our website, under Performance and Fund Information.

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You can view your Mutual Fund account(s) online through ingdirect.ca. Simply log in using your Client Number and PIN (Personal Identification Number) and click on your mutual fund account.

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We're now offering Online Trading capability for the Streetwise Fund which means that Streetwise investors can buy and sell Streetwise Fund units online They can also setup an Automatic Savings Program (ASP) on their Streetwise Fund as well as "Move My Money" to/from the Streetwise Fund. To start enjoying the new online features, login as a Client and click on your Streetwise Account. Remember, your online balance does not include unsettled trades.

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A management fee is the fee that's paid to the portfolio manager to manage or invest your money.

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A management expense ratio is the management fee (see the previous question) plus the additional expenses the fund incurs. You can find more information about the MER in a fund company's Prospectus.

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"No Load" means you don't pay any fees when you purchase or sell your mutual fund. Some mutual funds purchased through other fund companies have either a front-end or a back-end load structure. The type of load refers to the timing of when the fee is charged.

Front-end means that you pay up front. Let's assume that you have $10,000 to invest and the load fee is 2%. That would equal a fee of $200; which is then subtracted from your $10,000. So you really would invest $9,800. You don't pay any fees after that.

A back-end load or deferred sales charge (DSC) means that you pay the fees when you sell your investment. Usually if you sell anytime during the first seven years you would pay a percentage of the original purchase amount or the value of your account on that day.

These fees are charged in order to pay the advisor for giving you advice.

At ING DIRECT Funds Limited, we sell funds on a "no load" basis, which means you never pay a fee to buy or sell your funds.

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A distribution is income paid to unit holders of a mutual fund on a monthly, quarterly or annual basis. The distribution can take the form of interest, dividend or capital gain or a combination of all three. A distribution affects a non-registered account, as the amount of the distribution is taxable. Distributions are not taxable when paid to an RSP or a RIF Mutual Fund Account.

If you hold a mutual fund in a non-registered account and your mutual fund pays a distribution, the fund company will mail you a tax slip (called a T3) that you will use to claim the distribution.

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An RSP is a Retirement Savings Plan that is "registered" with Canada Customs and Revenue Agency (CCRA). It allows you to save money for your retirement on a tax-sheltered basis (you don't pay tax on the income your investments earn until you withdraw the money from your RSP). You can choose to invest your money in several different options including savings accounts, term investments and mutual funds. When you retire, you begin to withdraw the money from your RSP, as you need it, for example from your RIF (Retirement Income Fund).

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After opening an RSP Mutual Fund account with ING DIRECT Funds Limited, simply print and complete our Direct Transfer Form and mail or fax it to us. We'll take care of the rest. ING DIRECT Funds Limited accepts Locked-in registered plans.

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A RIF is a Retirement Income Fund that is "registered" with the Canada Customs and Revenue Agency (CCRA). A RIF is usually started at age 71 (the age RSPs must be terminated) and allows for continued growth while providing an income stream. By December 31 in the year you turn 71, you must terminate your RSPs. You have different investment options, one of which is a RIF. A RIF provides a way to continue deferring tax until you withdraw the funds. There is a minimum withdrawal amount per year, and you can determine if you want to withdraw the minimum or an amount larger than the minimum.

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Setting up an Automatic Savings Program (ASP) is a great way to save. The value of your investment increases as the months pass, not just because you're adding to it regularly, but because what you've already invested is compounding. Setting aside a specific amount of money to buy mutual fund units at regular intervals also means that by maintaining a constant-dollar purchase program, you automatically buy more units when the price per unit is low and fewer units when the price is high. In most cases, this serves to lower the average per unit cost of your investment (Dollar Cost Averaging).

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Dollar Cost Averaging is an investment strategy that involves regular investments over a period of time into the same mutual fund. It allows you to buy more mutual fund units when the price is low, and fewer when the price is high, helping to reduce the average price you pay per unit over the long term.

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In order to invest in mutual funds, the account holder must be of the age of majority in their province of residence. ING DIRECT Mutual Funds does not offer in-trust accounts. Should you wish to invest for a minor, you can open an account in your name with the knowledge of what the funds are intended for.

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Active Mutual Fund Accounts will get paper statements monthly. Active Savings Accounts will get paper statements quarterly.

Choose monthly electronic statements (e-Statements) for both your savings and mutual funds to keep it simple! Log into your account and click the Change my info & options tab. Click the GO button beside Statement Mailing Preferences. Set your statement delivery to e-Statements or paper statements.

Please note that we plan to make e-statements available for our Credit Account and unmortgages soon.

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When you log in to check your accounts, you can check your personalized and secure Message Board for updates including when your e-Statement is ready. In addition, don't forget you can review and print your account activity online anytime.

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As much as we love orange, we realize that printing in colour is expensive. To help you save your money, we've set the default printer to black and white.

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The first step to getting a Children's Savings Account is becoming an ING DIRECT Client. All you need to do is visit our website or call one of our Direct Associates who will be happy to help you get set up.Then, once your own account is up and running, opening a Children's Savings Account is a snap! Simply log in and open a CSA in minutes. You'll need to provide some of your child's personal information so please remember to have his or her Social Insurance Number (SIN) and an identification document such as a birth certificate handy when enrolling.

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The Children's Savings Account lets you, as a parent, set up and manage your child's account. Because the account is available to all ages from newborns to teenagers we ask that you have your own account opened first. All Clients of ING DIRECT currently go through our easy steps to open an account, including providing an e-signature online, setting up a PIN and password, and providing a cheque to link their external bank. Since the Children's Savings Account does not require an external link, your own personal account will mean you are set up for full banking before you begin to manage or monitor your child's account through your own personal Client number. By having your own personal account, you can also help your child by being familiar with all the features and products that will become available to them once they become adults.

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Planet Orange ^TM is an interactive website designed to teach kids about earning, saving, spending and investing in a way that's safe, engaging, and most importantly, fun!

Kids get their own spaceship which takes them on a variety of space missions and exciting activities with the purpose of discovering all about money and its uses. Everywhere they go on Planet Orange, kids will find a fun lesson in financial literacy, with topics ranging from the value of money, to setting a budget, to building savings goals for the future.

To begin exploring Planet Orange and all its features, visit orangekids.ca today!

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At ING DIRECT, we think it's never too early to start learning about money. Teaching kids money skills at an early age will help better prepare them to make wise financial decisions in the future. Planet Orange is part of ING DIRECT's continuing commitment to Financial Literacy and marks the next step in our efforts to help raise a young generation of better savers and smarter spenders.

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While all ages are welcome, the site is geared towards kids aged 6 – 11 years old (i.e. grades 1–6).

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Planet Orange isn't just for kids – Parents and Teachers can use it too!  The site features Parent and Teacher Centres, which offer additional resources to help them educate kids about money and encourage discussion on the topic. Here is a quick overview of some of the other features you can find in each Centre:

The Parent Centre is specially designed to help parents learn more about Planet Orange and how it works. Here are a few other things you can do:

• Tour Planet Orange
• Review Planet Orange Privacy Policy
• Review Planet Orange FAQs

The Teacher Resource Centre is specially designed to assist teachers in bringing Planet Orange's financial concepts and activities into the classroom. Here are a few other things you can do:

• Download lesson plans and classroom activity sheets.
• Access tutorials to understand Planet Orange and how to introduce Planet Orange concepts into the classroom.
• Access additional financial literacy resources.
• Email a colleague to let them know about Planet Orange and the features it has to offer.

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Planet Orange is fun, but we're serious about protecting your privacy. We do not collect personally identifiable information about any child and there is no person-to-person communication within Planet Orange, so children can't be contacted by anyone outside of our organization. Our Planet Orange team will sometimes send notes through the message centre, alerting them to changes on the site. Otherwise, all communication goes through a parent or guardian allowing them to see and secure the child's online safety.

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Any deposits made by cheque or electronic transfer will be credited to your account, however, they will be held by ING DIRECT pending clearance. Your funds will earn interest from the date of deposit, however; the funds will be unavailable to you until the funds clear from your linked transactional account. Generally electronic transfers will clear up to 5 business days, cheques will clear up to 5 business days and deposits into your account drawn from a U.S. Institution will clear up to 15 business days.

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By having a HOLD policy in place, we are able to reduce our exposure to losses and pass these savings on to our Clients in the form of higher interest rates and no service charges. Keep in mind that you still earn interest on your deposit as soon as it is deposited; however, the funds are not accessible during this period as your bank retains the right to come back to ING DIRECT and cancel the transaction.

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We can appreciate your concern about spending money just to have cheques printed. The reason we ask for a cheque is because we need the electromagnetic encoding on the bottom of the cheque to establish an electronic LINK or 'bridge' to your external bank account, your key to moving your money in & out in the future. Note that you are only required to provide one cheque — you are then free to transfer your money via electronic funds transfer after your initial account opening cheque has cleared.

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Your GIC will automatically rollover for the same term at the current interest rate unless you have instructed otherwise. Please give us a call prior to the maturity date if you have other instructions.

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If you receive an email that asks you to provide confidential information such as your Client Number, account number, PIN or password, do not respond and do not click on any links included in the email. Contact us immediately and forward the suspicious email to phishing@ingdirect.ca. For more information on phishing and Identity Theft, please visit the Canadian Bankers Association website.

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