Finance committee  Are you referring to the mystery shop results?

Finance committee  We would go after the corporate entity.

Finance committee  I'll give you an example. If we have a problem with, for example, the co-borrower issue that is before you in terms of providing disclosure to all borrowers, we've found that in the case of joint borrowers, that was not the case. Unless it related to a particular branch, it was a general policy that existed within a bank.

Finance committee  I don't have the exact figure, but I can provide that figure to you very shortly.

Finance committee  In this summary, we have provided the number of violations at least to 2006. With respect to—

Finance committee  It would be the banks that we'd focus on, not the branches.

Finance committee  Certainly.

Finance committee  There is the policy balance. Certainly there's transparency on one hand, and then there's the other in terms of when you have an administrative process like ours, where the institutions, as well as the client, can provide information to the regulator with an element of confidence that the information doesn't get broadcast.

Finance committee  That was a provision that got strengthened in the last review in terms of the use of coercive tied selling. We have received complaints, but it's not a major issue. Where it has been, the banks have been very quick to provide redress.

Finance committee  From an educational point of view, one of the things we wanted to do was to put, on a geographical map on our website, the ability to find out exactly where those branches are closing across the country. Those who have an interest in terms of where those closures are occurring would be able to use our website to find out.

Finance committee  That tool is available.

Finance committee  From a policy perspective within an institution, it is not. We may find the odd loan officer who is very aggressive, but once they are informed clearly on what the limits are, apologies are given.

Finance committee  I won't respond to the question of skimming. I'll respond to the issue of branch closures, to follow up on a comment by one of your colleagues. The statistics you have here don't include those branches that have been opened. There's no requirement for the banks to file information with us on those branches, so there isn't a net effect here.

Finance committee  I'd also note that we've noticed a decline in complaints over the last two years. One theory could be that as you put more information out into the marketplace, more information that's neutral and from a credible source, people can find out exactly what their rights are and what the responsibilities of the institutions are.

Finance committee  On visits to the website, right now it's 1.1 million.