Operational incidents relating to the execution of a process or the process itself
| Level 2 (Main Category) | Level 3 (Subcategory) |
| Communication | Unsubscribe |
| Communication | Wrong content |
| Communication | Wrong recipient |
| Communication | No consent |
| Communication | Not received/undelivered |
| Documentation | Incorrect/inconsistent |
| Documentation | Not available |
| Documentation | Not received |
| Documentation | Inadequate |
| Information/Data | Not available |
| Information/Data | Not received |
| Reports | Inaccurate |
| Reports | Not available |
| Reports | Not received |
| Transaction execution | Execution error |
| Transaction execution | Execution unavailable |
| Transaction execution | Incorrect/missing status |
| Transaction execution | Confirmation not received |
| Transaction execution | Execution failed |
| Transaction execution | Repudiation |
| Transaction execution | Payment amount |
| Transaction execution | Beneficiary dispute |
| Transaction execution | Delay |
| Communication | Cannot update distribution list |
| Communication | Slow/not sending |
| Communication | Data mismanagement |
| Communication | Data leak |
| Transaction execution | Misdeal |
Systems not behaving as expected, slow performance, infrastructure failure etc.
| Level 2 (Main Category) | Level 3 (Subcategory) |
| Access | User rights |
| Access | Logging in |
| Connectivity | Slow/unresponsive/not working |
| Documentation | Upload/download error |
| Information/Data | Incorrect/inconsistent |
| System | Slow Performance |
| System | Functionality/service unavailable |
| System | User interface |
| System | Integration |
| System | IT hardware failures |
| Systems security | Vulnerability (i.e., patching outdated) |
| Systems security | Hacking |
| Systems security | Phishing |
| Systems security | Ransomware/Malware |
| Systems security | Data leak |
| Systems security | Data breach |
| Information/Data | Import error |
| Information/Data | Upload error/download error |
| Information/Data | Data mismanagement |
| Information/Data | Data leak |
| System | Software failures |
| System | Utility outage/disruptions |
| Systems security | Social engineering |
Operational incidents relating directly to clients, products or practices
| Level 2 (Main Category) | Level 3 (Subcategory) |
| Adviser activities | Lack of knowledge |
| Adviser activities | Misrepresentation or non-disclosure |
| Adviser activities | Not provided or not fully explained |
| Adviser activities | Wrong or not suitable |
| Product flaws | Policy cover or excess |
| Product flaws | Performance |
| Product flaws | Premiums, Fees and expenses charged |
| Product flaws | Design |
| Product flaws | Accessibility & barriers to enter/change/exit |
| Service | Lack of knowledge |
| Service | Query not attended to |
| Service | Attitude dismissive or rude |
| Service | Failure to communicate/send information |
| Service | Poor workmanship |
| Service | Poor turnaround time |
| Regulatory | Unlicensed activity |
| Fiduciary | Conflicts of interest with clients |
| Improper business practices | Business Contract disputes |
| Improper business practices | Impermissible Gifts or Contributions |
| Improper business practices | Intellectual Property Infringements |
| Improper business practices | Improper performance of duties |
| Regulatory | Anti-Money laundering |
| Regulatory | Poor compliance audit |
| Regulatory | Non-Compliance |
| Regulatory | Corporate Disclosure |
| Regulatory | Late implementation |
| Regulatory | Misstatements or Omissions in Offerings |
| Regulatory | Penalties charged/imposed |
| Regulatory | Report submission |
| Regulatory | Tax |
| Regulatory | Competition Act |
Operational incidents due to a physical event.
| Level 2 (Main Category) | Level 3 (Subcategory) |
| Disasters and other events | Natural Disasters and Related Events |
| Disasters and other events | Physical accidents and Related Events |
| Willful Damage | Acts resulting in Physical Damage |
| Willful Damage | War, Terrorism and Public Disorder |
Operational incidents due to employee conduct.
| Level 2 (Main Category) | Level 3 (Subcategory) |
| Information/Data | Disclosure of confidential information |
| Diversity and discrimination | Harassment/intimidation |
| Employee relations | Defamation of character |
| Employee relations | Employee rights violations |
| Employee relations | Improper behavior in workplace |
| Employee relations | Insubordination |
| Employee relations | Paid incorrect salary |
| Safe environment | On-the-Job injuries |
| Safe environment | Workplace design violations |
| Unauthorised activity | Investment limit breaches |
| Unauthorised activity | Over-reporting of transactions |
| Unauthorised activity | Unauthorised transactions |
| Unauthorised activity | Unauthorised use of computer systems |
| Unauthorised activity | Unreported transactions |
Thief or deception of information, property, assets or claims etc. to result in personal gain
| Level 2 (Main Category) | Level 3 (Subcategory) |
| Fraud/Theft | Billing fraud |
| Fraud/Theft | Identity theft/account take-over |
| Fraud/Theft | Forgery/impersonation |
| Fraud/Theft | Misappropriation |
| Fraud/Theft | Money stolen |
| Fraud/Theft | Accounting irregularities |
| Fraud/Theft | Falsifying personal details/information |
| Fraud/Theft | Tax evasion |
| Fraud/Theft | Asset theft |
| Fraud/Theft | Bribery and corruption |