With respect to those complaints, a large majority are reported to us by banks under a prescribed threshold. We call those reportable complaints. We do receive some complaints directly into our consumer information centre. All complaints are responded to, but as an agency, we are not mandated to resolve them.
In the case of banks, we monitor the degree to which complaints are resolved by the bank to the satisfaction of customers and the number of complaints that are not resolved to the satisfaction of the customer. Then the customer has the opportunity to escalate to an external complaint body for an independent review.