Let me step back and explain that the complaints handling process that exists now and is being enhanced under the amendments of this bill is strong, is convenient, is cost-effective in that there's no cost to a consumer, is timely, and it works well. The first step is clearly, like any organization, that it's a bank internal process and complaints handling system, and then there is a time limit to which the bank has to respond and if it's not to the satisfaction of the customer, they can then go to an external complaints handling body, of which there are only two in Canada that are now regulated by the federal regulator.
The fact that a bank would pay for that funding—the banks now pay for OSFI and bank supervision—that's a standard world practice, that the institutions that are subject to regulation often will cover the cost of that regulation, and it's internalized. In this case, the two entities follow the same standard of handling bank complaints and then, thereafter, you still have the dedicated federal regulator that sits on top of both the external complaints bodies and the banks.
Let me draw your attention to amendments in this bill that further enhance the obligations on both the external complaints bodies and the banks to publish all their details, the nature of those complaints, and to make the boards under corporate governance rules, the boards of directors, even accountable for ensuring that they comply with the external complaints handling and publicizing and the public accountability statements, all of that information, to hold them to account.