Finance committee  There are a couple of examples that I could give you. One of those is that all employee corrective action cases are reviewed and managed by our employee relations centre. The manager will call in and review the case, and those individuals at employee relations will coach that m

Finance committee  Yes.

Finance committee  Fully confidential.

Finance committee  We set objectives, as I said earlier, across client experience, activities, and behaviours; client loyalty; and sales or business outcomes. It's a combination of those three elements that we believe are more controllable by the employee but ultimately are the recipe to create a c

Finance committee  I do not have with me today the exact numbers of calls into our employee relations centre. I would be happy to get those. We do keep track of the calls from employees and managers into our employee relations centre and investigate those calls fully. I would also put forward that

Finance committee  Yes.

Finance committee  As I referenced earlier, there are coaches and leaders in all our advice centres or call centres who actively listen to our employees. From a human resources perspective, there are a variety of channels where they can call. Our employees anywhere in the country, whether they're

Finance committee  Okay.

Finance committee  Whatever you require, we're happy to provide.

Finance committee  There's also the FCAC and OSFI review under way. It is comprehensive, as was referenced earlier. All these materials, as well as the ongoing monitoring practices and calibration practices for these programs, are being reviewed as part of that.

Finance committee  Those are cases within RBC. The 0.05%, which is roughly 650 cases on the 2.4 million, are ones that we report internally. There are other reporting mechanisms when a client escalates a concern beyond, let's say, an adviser or a manager, or they escalate a concern past our indepen

Finance committee  No, for sure. Our records are available to all of our regulators, the FCAC and OSFI. Where there are serious issues or breaches, we do report them onward to the MFDA or IIROC, if it's a regulated employee. We are currently in the midst of a review with FCAC and OSFI, and we're op

Finance committee  Yes, there's the ultimate job description of the employee that clearly articulates their mandate, their code of responsibilities, and their job descriptions. It also includes a listing of skills and proficiencies they need to have and to demonstrate so that they can provide servi

Finance committee  Yes. There are two levels of coaching that occur. One is through the direct leader or manager, and then the other is through listening to calls and coaches who provide regular training. Those coaches are working day in and day out providing lessons and coaching to our call centre

Finance committee  I will respond and react to your first reference. The coaching is in relation to the client experience, the way we uncover customer needs, the way we address customer needs, and business outcomes are an outcome of that. There are a variety of ways that employees can raise concer