Finance committee  Advice is actually a good thing. Some of our most engaged customers have received our advice, and it's helped them, and it has benefited their lives, so advice is a good thing that we provide.

Finance committee  I'll begin. It's important for you to know that we believe in strong regulation, and regardless of who the regulator is that we're working with, that's something we take very seriously. We think the best thing we can do is to have our house in order in a way that abides by that

Finance committee  I have a couple things on that. We take regulation very seriously. All of our people are licensed appropriately for what they sell. Our customer experience model is based first and foremost on discovering the needs of a customer. There is a four-step process through that model

Finance committee  You began the question with a profit objective. The surest way to achieve business success is through the success of your customers, and that's exactly how our people are focused. In terms of tellers, tellers have no product-specific goals. Hence, anything that they do in terms

Finance committee  Similarly, our targets are balanced, and the way we look at employee feedback is balanced as well.

Finance committee  Ditto. Our client satisfaction levels are at the highest they've ever been, and that's for doing that very thing.

Finance committee  The process to handle complaints I believe is effective. There are mechanisms within the bank to escalate if that's.... As I said before, the majority of cases are rectified in that manner, but there's also an opportunity to escalate beyond the bank if a client so chooses.

Finance committee  Similarly, I would say that in the last three years or so our aggressive shift to a more intense focus on customer focus has been clearly communicated through our network. Our people love it. They love this empowerment to look after customer needs. It's very clear, as is our code

Finance committee  No sales goals on a teller's scorecard, no cross-sell whatsoever.

Finance committee  I was getting monthly reporting before. If I got weekly reporting on the various things that go on in our business, there would be a lot of reports. This is one that I've given particular attention. It's on my accountability that this is set right, so I put the weekly reporting i

Finance committee  It's similar. A breach of our code, as I said, is absolutely non-negotiable in terms of how we would follow that up.

Finance committee  I would pick up on what we've done in light of the stories. We've redoubled our efforts on a variety of fronts. One of them deals with the internal feedback channels. We call them “pathways to resolution”. We've been very vocal and communicative in that respect, so people know th

Finance committee  Yes, it's similar. Ultimately, we sit down with a customer and determine their needs. If there is a pre-approval on the file, the majority of customers would be pleased with that because they would see it as being good service.

Finance committee  I want to be clear on this. Adherence to our code of conduct is non-negotiable. This is understood in our organization. Our employees similarly take courses with respect to the code every year. We have six tenets in our code of conduct. One of these demands that our employees c

Finance committee  Our tellers have no sales targets. The situation of that customer might lead them to encourage them to meet with our financial advisers. That's as far as it would go.