Operational incidents relating directly to clients, products or practices

Level 0: Service Request/ORR

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