Manulife Bank Public Accountability Statement Customer Consultation Consultations about new Consultations on issues about Voluntary Codes of Conduct Manulife Bank regularly consults with and products and services which we have received complaints • Code of Conduct for Federally solicits feedback from customers to help • Annual feedback survey: In this survey, We regularly survey our customers about Regulated Financial Institutions: ensure our products and services meet we also ask customers to provide input concerns and pain points. Results showed Mortgage prepayment information current and future needs. Examples of on a variety of new products and that there is some lack of awareness among • Code of Conduct for the Credit and these consultations from 2022 include: service ideas. customers about how to file a complaint. Debit Card Industry in Canada • Innovation Community. In 2022 we We’re reviewing our current messaging Consultations about our existing continued to engage our Innovation and looking for opportunities to improve • Canadian Code of Practice for products and services Community, comprising a few hundred customer awareness. Consumer Debit Card Services • Annual feedback survey. Each fall we customers who indicated their • Principles of Consumer Protection survey approximately 1,400 customers willingness to provide ongoing feedback. Voluntary Codes of for Electronic Commerce: to gauge their satisfaction with our We engage these customers regularly Conduct and Public A Canadian Framework products and services. for feedback on a variety of potential Commitments • Canadian Bankers Association: product and service enhancements. Code of Conduct for Authorized • New client surveys. We survey customers Voluntary Codes of Conduct are non- Insurance Activities via email at different points during their Consultations about legislated commitments, voluntarily first year with us to help ensure we’re emerging trends and issues made by companies, associations and • Canadian Bankers Association: meeting their expectations. • Annual feedback survey: Each year, we other organizations to influence or guide Model Code of Conduct for • Transactional surveys. We send customers update our survey to capture feedback behaviour, for the benefit of both themselves Bank Relations with Small- and short feedback surveys following an on current topics. In addition, the survey and their communities. Voluntary codes Medium-Sized Businesses interaction with our contact centre. includes a number free-form fields that and commitments can address the needs • Manulife Bank Small Business allow our customers to provide more of consumers, workers and citizens while Code of Conduct detailed feedback and/or raise issues we helping companies remain competitive. haven’t specifically asked about. Through the Canadian Bankers Association • Canadian Bankers Association: (CBA), the banking industry has developed, Code of Conduct for the Delivery of • Innovation Community: We also look and is committed to, several voluntary codes Banking Services to Seniors to our Innovation Community for their designed to protect consumers. Manulife support in identifying and exploring Bank and its subsidiaries are committed emerging trends and issues related to to the following voluntary codes of conduct their banking needs. and public commitments: 2022 Public Accountability Statement 19