Review of Case Process for Consumer Provision Complaints
The scope of the review included consumer provision complaint cases opened during the period April 1, 2006 to September 30, 2006.
Outside of the scope of the review are:
complaints related to codes of conduct and public commitments;
activities related to statutory filings;
activities related to branch closures;
data collection information roll-up/reporting processes;
the appropriateness of decisions made by CEB management and staff on consumer provision complaints; and
a compliance review to assess the degree to which the case process for consumer provision complaints is being followed.
This review will be used in preparing multi-year internal audit plans.