Client review advice process flowchart Client offer of

Client review advice process flowchart Client offer of Review, Complete client review Adviser reviews list of clients with reviews due Client review list triggered from CRM 1 3 Yes Offer the client a review Does the client wish to receive their review? 4 Provide client with meeting confirmation Client meeting preparation Complete client review meeting No 2 2 Legend Adviser 1 Admin Offer the client a review • Ensure a client review offer letter/e-mail is sent to client • If not response, follow up with clients within 2 business days Create a file note of the outcome and update CRM • Send the client a review decline letter/email and include the following: - Valuation report - Client portfolio snapshot - Fee Disclosure Statement (FDS) - Opt-in (if required) • Provide copy of the ongoing service agreement in effect with the client • Ensure a file note is created outlining that the review offer being declined by the client and the steps taken to provide review • If an opt-in is required, create a reminder and follow up with the client Create a file note of the outcome & update CRM 3 Post meeting flowchart Provide client with meeting confirmation • Create client meeting calendar invite and update CRM End • • • Provide appointment confirmation via e-mail/letter and include the following: - Financial Services Guide (FSG) - Appointment date, time, location - Meeting agenda - Portfolio valuation report - Fee Disclosure Statement (FDS) If the client wishes to reschedule, create file note of outcome Contact the client 24 hours prior to the meeting to confirm attendance 4 Client meeting preparation • If the client sends any updated details back before meeting, create file note and update client file and CRM. • If the client has requested additional agenda items, prepare information before the meeting

Client review advice process flowchart – Post client meeting, Conduct research & prepare advice 1 No change 1 What was the outcome of the client meeting? File note and review information Complete an ROA File note Send client a post Meeting letter Complete compliance Check File note and review information Complete an Ro. A Send client a post Meeting letter and Ro. A Complete compliance check End 2 Minor change to existing advice File note and review information Major change or new objective 5 4 3 2 End Review existing and proposed Scenarios / products Add research to client file Complete strategy/product recommendations Contact client to provide a status update No Update client file Does the client wish to proceed? Legend Adviser 8 Admin Presentation preparation, Presentation and Implementation flowchart 1 2 No Change/Minor change only • Create a file note confirming advice is implemented – Ro. A Minor Change. • Create and send a thank you letter to the client detailing the next review date • Complete a compliance check of the client file using Audit questions • Ensure research documents are retained in the client file File note and review information • Update the client details into electronic CRM • Add a meeting summary file note detailing the discussion held with the client • Review goals, advice scoped in and scope out • Complete a Record of Advice (Ro. A) file note for no change (if applicable) 3 4 Research existing and proposed scenarios / products • Review the clients existing product providers • Complete research into proposed products • Compare to existing products using BID working papers or software tools Complete strategy / product recommendations • Complete research working papers detailing how the client is in a better position as a result of the advice provided. Mindful to ensure the clients goals, advice provided, outcomes and trade-offs have all been documented Call client and arrange presentation meeting 5 Review the So. A for quality and amend if required Contact client to provide status update • Create file note of outcome of phone call discussion with the client 6 Provide to paraplanning team • Send a paraplanning request form • Ensure all relevant information is contained within paraplanning request (ie fact find, file notes, product and strategy research and BID working papers) 7 Has paraplanning completed the So. A? End Yes 6 7 Create file note of outcome Provide to paraplanning team Review the So. A for quality and amend if required • Cross check the So. A with the fact find / file notes • Ensure no out of scope area or goal has been added or removed without updating / creating file notes • Ensure that the replacement of product table is based on consolidated balances • Check fee and premium information is consistent with research • Complete a compliance quality review of the So. A 8 Call client and arrange presentation meeting • File note the outcome of the discussion • Update CRM and create calendar invite

Client review advice process flowchart Presentation preparation, Presentation & Implementation Set reminder to follow-up 1 2 No Presentation preparation Is a variation to advice required? Complete client meeting No Has the advice been implemented? Post presentation tasks Yes 1 File note outcome Yes 3 3 Presentation preparation • Print the Statement of Advice (So. A) if required • Print Product Disclosure Statement (PDS) if not provided electronically to client • Pre-fill product application forms where possible No Complete variations Are the variations significant? Yes Paraplanning to amend Legend Adviser Admin Follow up with Product Provider or client on outstanding items Conduct a review of the client file 2 Post presentations tasks • Complete a meeting summary file note • Update the client file with next review and FDS date • Send product application forms • Set reminder follow up with product providers and the client if necessary End Complete client file review • Ensure existing insurance is canceled (if required) • Ensure a file note confirming advice has been implemented is created • Provide client with an advice implemented confirmation call or email Complete a quality (compliance) check of the file using advice audit questions • Ensure all research and BID working papers as well as fact find and file notes have been saved into the client file