Finance committee  We have a variety of internal programs in place, as we've already talked about, to ensure the integrity of the advice we provide. We also have a variety of ways in which we are working hard to increase literacy among our customer base, as was previously said. You specifically a

Finance committee  As was referenced earlier, we stepped up the level of monitoring and controls that we have had in place over the last several years, in particular over the last year or two. We are learning through this process as well. We do believe in listening to our clients and listening to o

Finance committee  In 2016, the cases that were investigated by our employee relations team for what we put as a potential category of mis-selling were fewer than 75 cases on a base of 25,000 front-line employees, and significantly fewer than 20 were terminated.

Finance committee  When I say mis-selling, I include fraud or falsification of customer records, which as we talked about earlier is outright wrong. It includes providing services to clients that the clients don't need or cases in which there might be a product bias that caused the advisor to go th

Finance committee  We have a variety of ways we monitor for this. One is that when we calibrate the programs or crunch the data, we look for skews in performance. We look for individuals who might be providing too much of one thing to the customers they're meeting, which would suggest that there mi

Finance committee  Then we'd make changes.

Finance committee  This is our entire work force of managers and front-line employees, right through to the commercial banker or mortgage specialist, a financial planner, or a branch employee.

Finance committee  That is the “or” advisor, and that is the title we use consistently across RBC, regardless of whether it's wealth management. In most cases, wealth management or the bank, we really don't differentiate between the two spellings because every employee in every role is held account

Finance committee  Right.

Finance committee  It's in the context of their role as a “client advisor”, the things that they're going to be providing advice around. They may be providing advice around how to do your day-to-day banking on your mobile phone, or online, and teaching you and enabling you to do that. In fact, we

Finance committee  Nothing to add. We would never put our employees in a situation where they were providing advice around something they weren't trained to do, or qualified to do, or comfortable doing.

Finance committee  In our case, in terms of what I know is another question you'll ask around titles, our tellers are called client advisers. For the bonus portion of their pay, which is a relatively small percentage, as I referenced earlier, there are a variety of objectives in place, activity and

Finance committee  Thank you. I'll build on the previous comments. We do take this process very seriously, and we take all feedback we get from clients and employees seriously. Through the work we have done, whether it's investigations around potential fraud, falsification of signatures, or refer

Finance committee  In our case, as I said, we've always had measurement, monitoring, and calibration mechanisms in place. We have strengthened those. The review cycles that we are now doing are quarterly or monthly. We are documenting all the cases. We are documenting the investigations we do. We a

Finance committee  I'll just underscore a comment I made in my opening comments. We have a duty to this country and to our customers. We understand that. We have a privileged position in their lives. With that comes ensuring that we do well by our clients, both in terms of helping them live their