Finance committee  Yes. There is a code on debit cards that deals directly with this matter, and if there has been identity theft or that fraudulent activity, basically the institutions hold them harmless.

Finance committee  Certainly that happens. That does happen.

Finance committee  In those circumstances, at that point in time, it's really beyond.... On a specific case, it's a redress issue. It's really not part of the mandate of the agency, so we ask the consumers to go to the ombudsman services to deal with them and to use that chain.

Finance committee  No.

Finance committee  I will ask my colleague to respond in detail. I know that we collect these fees and that it is not the institutions that set a ceiling.

Finance committee  Yes. Sorry, you're talking about the number 1,096 on cheques, for example? Is that the one you're talking about?

Finance committee  If you are looking at the enforcement side, it is disclosure of different things. We have a variety of regulations. They deal with a variety of products, opening of accounts for example, but they are always at the end of the day about disclosure—clear, complete disclosure. So we're going to give you examples of disclosure.

Finance committee  You're putting me on the spot here, but I'll respond. I think the issue we see is that of course the world changes very quickly. The legislation and the regulations, quite frankly, don't really keep up, and what I would like to see is a more principles-based regime where we don't always have to try to play catch-up with products that don't quite fit into the four-square of the rules as they exist right now.

Finance committee  Yes, right. There's more to it than that, but that's certainly a big piece right now, and it's a key piece. Actually, I think we're doing very well. We're in the process of taking a product that was developed by British Columbia and turning it into a web-based product so people can access it in different ways.

Finance committee  I would only be guessing. I can't really tell you. What I can say is that one of the things to note about that particular table you're looking at is that these are complaints that do not include compliance matters. So I would be guessing, but I would suggest to you that these are probably service complaints of some sort.

Finance committee  That would be the same thing. Because the heading is excluding compliance matters, those again would be really beyond the jurisdiction of the agency. In that case, I'm not sure what it would be. It may be debt collection or debt collectors. I'm not really sure, to tell you the truth.

Finance committee  Thank you.

Finance committee  I'm going to turn that one over. I haven't been there long enough to answer that one directly myself.

Finance committee  I think our processes are exactly as you've described. When we talk about working with the industry, what we have, of course, is a discussion over exactly what the regulation means. I wasn't there at the time, but it was clearly an issue of uncertainty over what exactly the interpretation of the regulation was.

Finance committee  Well, as I say, one of the main tools we have is our website. On the one hand, we have our publications. As I said in my opening remarks, we put out about 750,000 pieces of information in the last fiscal year. We continue to do that. Through the financial literacy money that we got from the government last year, we are also working on a program for financial literacy.