Canada Student Loans Program Service Provider Re-procurement APPENDIX C: CANADA STUDENT LOANS PROGRAM OPERATIONAL VOLUMETRICS.

Transcription

1 Canada Student Loans Program Service Provider Re-procurement APPENDIX C: CANADA STUDENT LOANS PROGRAM OPERATIONAL VOLUMETRICS Table of Contents SECTION 1: STUDENT LOAN DOCUMENTS 1.1 Channels for Receiving MSFAA Documents and ID Validation 1.2 Electronic Confirmation of Enrolment ECE Portal EI Sign Up and Transactions SECTION 2: DISBURSEMENT 2.1 Documents Received 2.2 Document Exceptions SECTION 3: COMMUNICATIONS TO/FROM BORROWERS 3.1 Forms and Letters 3.2 Outbound Communication Volumes 3.3 Inbound Communication Volumes SECTION 4: ACCOUNT MANAGEMENT 4.1 Payment Statistics 4.2 Loans Returned to Government by Type SECTION 5: CUSTOMER SERVICE CALLS 5.1 Call Centre Inbound 5.2 Call Centre Outbound Default Prevention 5.3 Escalations and Complaint Management 5.4 Call Drivers 5.5 Main Call Details 5.6 Escalated Cases SECTION 6: REPAYMENT ASSISTANCE 6.1 RAP Applications 6.2 Repayment Assistance Plan (RAP) 6.3 RAP Permanent Disability (PD status not on file) 6.4 RAP Permanent Disability (PD status on file) 6.5 Change in Repayment Schedule SECTION 7: INCUMBENT DATA QUANTIFYING CURRENT SOLUTION SIZE AND CONTENTS 7.1 Distinct Client Count Including Archives Active and Dormant 7.2 Loan Products Managed Under a Client Account 7.3 Loan Transactions and Communications 7.4 System Information: Client Variables and Loan Level Variables 7.5 Document Scanning Totals Page 1 of 50

2 OPERATIONAL VOLUMETRICS FOR CSLP BUSINESS LIFECYCLE WORKLOADS Canada Student Loans Program Service Provider Re-procurement The sections in this document describe volumetric information and Canada Student Loan (CSL) processing volumes and provide statistics that are intended to provide a general understanding of the volume and scope of processing activities. This document is included as an Appendix to the Statement of Work and is based on year-over-year aggregate annual volumes as well as month-over-month volumes by loan year for , , , year to date. SECTION 1: STUDENT LOAN DOCUMENTS Year-over-Year Aggregate Annual Volumes By Loan Year August-July Activity Total number of Cert SLA received 1 836, , ,071 Total MSFAA Received - 199, , Channels for Receiving MSFAA documents and ID validation 2 Canada Post 175, ,878 Direct Mail-in 23,432 42,353 On campus 1 12,057 Other Electronic Confirmation of Enrolment ECE Portal EI Sign Up As of September 2013 Activity Total # of Requests for Electronic Confirmation of Enrolment (ECE) Portal uptake with schools 540 Total ECE Portal Sign-up Received 438 # of Portal Accounts Created Being replaced by MSFAA. 2 All of the following channels for receiving SFA documents and ID validation are being replaced by Electronic Identity Authentication. Canada Post will be phased out. Page 2 of 50

3 1.2 Total transactions through the Portal from July 2012 until today: Schedule 1 CSLP Service Provider Re-procurement Complete Pending Outstanding Parked Total Total 78, ,899 SK 28, ,011 NL 23, ,468 YT NB 26, ,254 Schedule 2 44, ,004 Early WD 8, ,716 Page 3 of 50

4 Loan Year for (August-July) SECTION 1: STUDENT LOAN DOCUMENTS CSLP Service Provider Re-procurement Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Total number of Cert SLA received 26, ,674 66,502 41,943 33, ,188 54,834 38,731 18,183 40,366 19,392 11,745 Total MSFAA Received Channels for Receiving SFA documents and ID validation Canada Post 17,060 91,908 57,356 37,607 29,915 81,396 47,444 34,687 16,078 29,486 12,924 9,873 Direct Mail-in 2,081 9,581 5,284 3,998 3,303 5,826 5,184 3,845 1,907 2,020 6,281 1,706 On campus 3, ,493 2, ,641 1, , Other 3,094 49, , Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL SECTION 1: STUDENT LOAN DOCUMENTS Total number of Cert SLA received 62, ,072 63,749 48,502 21, ,915 59,643 25,405 16,634 42,148 15,661 8,750 Total MSFAA Received 19,262 15,254 7,158 4,453 3,151 3,421 3,077 1,675 1,301 13,862 47,272 79, Channels for Receiving MSFAA documents and ID validation Canada Post 18,379 14,140 6,481 3,896 2,852 3,069 2,726 1,458 1,135 10,321 41,886 69,436 Direct Mail-in 883 1, ,541 5,386 9,890 On campus Page 4 of 50

5 Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL SECTION 1: STUDENT LOAN DOCUMENTS Total number of Cert SLA received 17,864 30,833 14,105 6,437 4,523 16,449 5,959 3,573 2,726 6,041 3,848 2,713 Total MSFAA Received 121,467 67,393 32,654 16,333 12,518 17,024 7,345 5,538 7,811 16,328 30,020 58, Channels for Receiving MSFAA documents and ID validation Canada Post 107,057 53,828 28,465 14,111 10,752 14,955 6,241 4,645 6,695 14,242 26,566 51,321 Direct Mail-in 13,245 5, ,679 1,917 1, ,055 3,433 7,460 On campus 1,165 7, , Month-over-Month Volumes by Loan Year for Year to Date (August-July) ACTIVITY AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL SECTION 1: STUDENT LOAN DOCUMENTS Total number of Cert SLA received 1,019 2,156 2,425 1, ,864 1,562 1, ,892 Total MSFAA Received 60,894 46,773 25,078 13,231 10,341 12,711 7,416 5,941 5,809 9, Channels for Receiving MSFAA documents and ID validation Canada Post 51,888 35,941 21,166 11,297 8,857 10,940 6,281 5,105 4,962 8,404 Direct Mail-in ,361 3,842 1,909 1,465 1,736 1, ,221 On campus Page 5 of 50

6 SECTION 2: DISBURSEMENT Year-over-Year Aggregate Annual Volumes By Loan Year August-July Activity Total Disbursements Received Total Cert SLA Documents Received 3 836, , ,071 Total E-Certs received - 181, , Cert SLA t Exceptions 4 Total number of schedule 1t exceptions 94,034 85,061 24,532 Exception - Outstanding Interest Owing 33,229 14,271 4,133 Exception Loan in Class B (Repayment) 33,853 19,637 48,854 Exception Direct Mail 2 ID required 14,996 9,282 3,768 Exception - Missing Student Signature 3,448 2, Exception - Name on cheque missing/different on certificate 14,247 8,739 4,337 3 The disbursement documents received could contain multiple transactions on the one document. 4 The disbursement exceptions are reflective of both paper and electronic processing in current state and represent a sample of the top five reasons. Page 6 of 50

7 66,502 41,943 33, ,188 54,834 38,731 18,183 40,366 19,392 11,745 SECTION 2: DISBURSEMENT Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 2.1 Total Disbursement Received Total Cert SLA 26, ,674 Received 5 Total E- Certs received 2.2 Disbursement Exceptions Total number of Cert SLA exceptions 3,740 22,763 9,568 8,593 6,546 14,830 8,047 6,614 3,296 4,176 3,361 2,500 Mon th-o 5 These documents could contain multiple transactions on the one document Page 7 of 50

8 umes by Loan Year for (August-July) SECTION 2: DISBURSEMENT Month-over-Month Volumes by Loan Year for (August-July) 2.1 Documents Received: Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Apr-12 May-12 Jun-12 Jul-12 Schedule 1s Received (#) 62, ,072 63,749 48,502 21, ,915 59,643 25,405 16,634 42,148 15,661 8,750 E-Certs 20,724 26,731 16,389 8,838 24,449 35,267 13,776 7,084 4,841 16,688 3,779 2,827 MSFAA Received (#) 19,262 15,254 7,158 4,453 3,151 3,421 3,077 1,675 1,301 13,862 47,272 79, Document Exceptions: Schedule 1s Exceptions (#) 7,641 17,844 9,422 9,676 4,114 11,917 7,609 4,256 3,113 5,365 2,412 1,692 e-certs Exceptions (#) 1,591 1,561 1,212 1,242 1,055 1, MSFAA Exceptions (#) 1,407 1, ,510 8,014 11,857 Month-over-Month Volumes by Loan Year for (August-July) 2.1 Documents Received: Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-13 Jul-13 Schedule 1s Received (#) 17,864 30,833 14,105 6,437 4,523 16,449 5,959 3,573 2,726 6,041 3,848 2,713 e-certs 35, ,833 65,373 28,856 92, ,632 21,248 13,283 11,760 48,429 9,932 7,237 MSFAA Received (#) 121,467 67,393 32,654 16,333 12,518 17,024 7,345 5,538 7,811 16,328 30,020 58, Document Exceptions: Schedule 1s Exceptions (#) 2,949 4,468 3,524 1,914 1,131 3,057 1,638 1, ,656 1, e-certs Exceptions (#) 2,118 16,025 5,643 4,122 2,495 14,798 2,867 1, , MSFAA Exceptions (#) 14,436 6,699 4,170 2,533 1,783 2,043 1, ,941 3,487 6,890 Page 8 of 50

9 SECTION 2: DISBURSEMENT Month-over-Month Volumes by Loan Year for Year to Date (August-July) 2.1 Documents Received: Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 Apr-14 May-14 Jun-14 Jul-14 Schedule 1s Received (#) 1,019 2,156 2,425 1, ,864 1,562 1, ,892 e-certs 175, ,660 71, MSFAA Received (#) 60,894 46,773 25,078 13,231 10,341 12,711 7,416 5,941 5,809 9, Document Exceptions: Schedule 1s Exceptions (#) e-certs Exceptions (#) 11,137 15,000 6,853 5,214 2,828 14,628 2,778 1,980 1,538 2,126 MSFAA Exceptions (#) 6,491 7,276 2,915 1,571 1,527 1, ,980 Data provided to date for Page 9 of 50

10 SECTION 3: CORRESPONDENCE TO/FROM BORROWERS Year-over-Year Aggregate Annual Volumes By Loan Year August-July 1 Forms and Letters Forms and Letters Total # of Letters= 193 # of Pages: Schedule 1 Cert/SLA 8 pages front and back # of Pages: Schedule 2 Confirmation of Enrolment 10 pages front and back # of Pages: Part-Time Student Loan and/or Grant Application 6 pages # of Pages: Part-Time Student Loan Agreement 6 pages with the instruction sheet 3.2 Outbound Communication Volumes Activity Annual tax statements 813, ,631 1,323,935 Post-Secondary Commencement Date letter 921,478 1, 041,675 1, 021,986 Post-Secondary End date letter 561, , ,248 Consolidation letters 263, , ,510 Repayment Assistance Plan (RAP) Rejection letters 6 51,509 63,718 51,591 RAP expiry letters 36,155 28,670 66, day arrears letters 367, , , day arrears letters 143, , , day arrears letters 85,180 81,692 86, day arrears letters 84,197 61,443 66,969 Switch from in-repayment to in-study status letters 13,051 10,812 9,157 Restriction Notice - ZM 0 0 1,134 Restriction Notice - W 0 0 1,979 Repayment Assistance Plan Recovery Grant Letters (GLIS, GP) 2,508 3,091 3,484 Grant Letters (GPHL) 893 1,859 9,614 Proof of Income (POI) Reminder Letters 24,368 34,007 35,586 Repayment Assistance Plan / Revision of Terms 389, , ,858 6 Rejection letter is not necessarily a refusal. Page 10 of 50

11 Confirmation of Approval 217, , ,325 Education Institution 10,629 5,207 3,004 Repayment Assistance Plan (RAP) Refusals 44,468 42,955 52,747 Revision of Terms Miscellaneous Letters (reprints, etc.) 262, , ,939 Proof of Income 10,540 22,659 33,432 Accounting - Cheque Letters 64, ,103 46,946 Repayment Assistance Services 1,207 1,817 1,820 Repayment Assistance Plan (RAP) Expiry 12,273 7,361 6,469 Miscellaneous Letters - Other 19,017 40,914 21,564 Letter Production Preauthorized payment (PAPP) Loan Administration Services ,430 Payment Processing 0 0 1,259 Process Issue Resolution ,400,151 5,022,693 4,687,170 TOTAL 3.3 Inbound Communication Volumes Number of inquiries received 15,745 17,645 19,523 Number of letters received 3,599 3,095 2,844 Total number of faxes received 328, , ,516 Incoming Volume 1,057,258 1,401, ,473 Incoming Cheques 55,882 82,490 77,112 Page 11 of 50

12 Section 3.2 Outbound Communication Volumes Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Annual Tax Statements 1,655 1,881 1,342 1, , ,270 13,541 8,042 3,373 1,129 1,313 Post-Secondary Commencement Date letter 9, , ,714 84,023 40, ,034 84,946 51,581 28,332 48,870 35,726 20,063 Post-Secondary End Date letter 4,796 3,426 3,354 48,784 2,815 2,859 3, ,830 39,640 20,697 10,989 65,169 Consolidation Letters 0 27, , ,110 5,171 9, ,438 4,883 Repayment Assistance Plan (RAP) Rejection letters 7,381 8,508 5,967 14,080 13,399 9,159 9,654 13,274 10,942 10, ,021 10,613 RAP expiry letters 2,507 2,998 5,076 2,228 3,334 3,347 2,459 3,455 2,703 1,780 3,163 3, day arrears letters 26,715 25,791 26,370 21,144 49,865 41,160 40,995 41,125 24,154 19,410 26,110 24, day arrears letters 9,501 12,646 10,432 9,710 14,940 21,525 12,276 12,039 8,960 8,871 9,341 12, day arrears letters 6,907 6,191 8,075 6,269 6,081 6,128 12,803 7,825 6,933 5,167 6,611 6, day arrears letters 3,645 2,816 2,982 2,712 44,254 3,147 4,356 3,412 2,628 2,581 7,533 4,131 Switch from in-repayment to in-study status letters ,985 4, Restriction Notice - ZM Restriction Notice - W Repayment Assistance Plan Recovery Grant Letters (GLIS, GP) Grant Letters (GPHL) Proof of Income (POI) Reminder Letters 3,837 3,447 3,493 3,600 2,642 4,106 3,243 Repayment Assistance Plan / Revision of Terms 26,362 26,100 38,213 41, ,486 31,655 33,286 31,535 33, ,820 Confirmation of Approval 14,092 16,480 12,080 24,987 18,381 17,718 16,907 19,980 16,340 23,787 20,662 15,965 Page 12 of 50

13 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Education Institution 258 1,045 1,279 1,531 1,047 1, Repayment Assistance Plan (RAP) Refusals 6,074 6,675 6,341 4,022 2, , Revision of Terms Miscellaneous Letters (reprints, etc.) 24,752 24,669 28,806 27,542 21,593 17,741 16,580 19,437 32,371 18,587 13,985 16,221 Proof of Income , , ,524 1,572 1,132 Accounting - Cheque Letters 1,402 8,971 7,256 6,301 4,223 13,117 6,031 4,717 2,821 4,136 3,011 2,034 Repayment Assistance Services Repayment Assistance Plan (RAP) Expiry Miscellaneous Letters - Other ,763 1, Letter Production Preauthorized payment (PAPP) Loan Administration Services Payment Processing Process Issue Resolution Totals 147, , , , , , , , , , , ,819 4,400,151 Page 13 of 50

14 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Annual Tax Statements 2,211 1,490 1,398 1,617 1, , ,270 13,750 7,261 4,648 1,832 1,795 Post-Secondary Commencement Date letter 13, , ,856 95,897 40, , ,546 41,588 30,059 60,314 38,250 18,493 Post-Secondary End Date letter 5,488 3,164 3,186 52,122 2,881 2,810 4, ,275 23,669 22,969 10,812 70,135 Consolidation Letters 7,034 1, ,709 24,694 11, ,189 4, ,301 7,757 0 Repayment Assistance Plan (RAP) Rejection letters 11,563 7,899 9,673 20,501 12,113 10,338 10,041 10,266 9,509 12,917 10,553 7,547 RAP expiry letters 2,500 2,439 2,191 2,371 2,673 2,845 3,462 2,084 2,449 2,243 1,956 1, day arrears letters 27,550 27,040 18,816 18,365 35,514 24,153 46,018 18,579 17,447 5,777 23,710 17, day arrears letters 10,050 13,846 7,789 7,876 6,942 14,527 18,790 8,604 6,301 7,331 6,705 7, day arrears letters 7,715 6,604 8,835 6,633 6, ,957 8,021 6, ,431 5, day arrears letters 3,781 3,134 3,441 3,118 3,829 3,214 4,563 3,313 3,201 18,605 7,197 4,047 Switch from in-repayment to in-study status letters ,689 1, Restriction Notice - ZM Restriction Notice - W Repayment Assistance Plan Recovery Grant Letters (GLIS, GP) Grant Letters (GPHL) Proof of Income (POI) Reminder Letters 3,034 3,583 2,529 2,215 4,819 3,071 2,514 2,616 2,081 2,165 2,961 2,419 Repayment Assistance Plan / Revision of Terms 32,542 27,043 42,450 43,592 38,682 38,010 36,496 34,944 33,274 37,759 34,670 37,146 Confirmation of Approval 19,375 18,217 14,929 27,211 24,996 23,429 19,844 21,733 16,251 30,609 22,040 21,678 Education Institution , Page 14 of 50

15 Activity Repayment Assistance Plan (RAP) Refusals AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 3,036 2,890 2,664 4,516 4, Revision of Terms Miscellaneous Letters (reprints, etc.) 18,904 17,276 21,334 25,761 20,110 19,451 18,726 21,682 34,255 22,132 22,241 20,943 Proof of Income 1,555 1,531 1,243 2,239 1,883 1,913 1,898 1,872 1,396 2,830 2,198 2,101 Accounting - Cheque Letters 4,484 25,960 17,181 7,720 5,154 15,046 9,904 4,842 2, ,482 2,169 Repayment Assistance Services Repayment Assistance Plan (RAP) Expiry Miscellaneous Letters - Other ,945 3, Letter Production Preauthorized payment (PAPP) Loan Administration Services Payment Processing Process Issue Resolution , , , , , ,531 1,025, , , , , ,526 4,687,170 Page 15 of 50

16 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Annual Tax Statements 2,342 1,295 1,904 1,282 1, ,230 1,133,915 13,124 7,861 5,091 1,730 2,062 Post-Secondary Commencement Date letter 17, , ,918 34,303 33, ,326 58,876 30,217 20,881 69,545 29,942 17,049 Post-Secondary End Date letter 4,953 3,158 3,602 55,280 2,792 2,787 4, ,000 48,098 20,814 9,883 73,566 Consolidation Letters 13, ,331 14, ,761 5,809 5, , ,445 Repayment Assistance Plan (RAP) Rejection letters 9,822 5,890 13,104 12,971 8,520 11,623 10,041 8,399 7,671 11,698 8,029 8,618 RAP expiry letters 1,816 1,521 2,085 1,735 1,863 3,444 1,749 1,758 44,076 2,172 2,068 2, day arrears letters 26,089 19, ,184 30,503 26,611 26,917 22,583 19,805 18,078 18,944 20, day arrears letters 7,597 10,068 8,026 8,561 6,563 15,791 9,240 8,530 7,438 8,502 7,421 9, day arrears letters 6,907 6,437 8,415 6,835 6,553 6,020 12,847 7,064 7,547 6,202 6,516 5, day arrears letters 3,412 2,530 26,149 2,662 3,558 3,322 4,780 3,628 3,404 2,879 6,935 3,710 Switch from in-repayment to in-study status letters , Restriction Notice - ZM Restriction Notice - W Repayment Assistance Plan Recovery Grant Letters (GLIS, GP) Grant Letters (GPHL) ,900 5,287 Proof of Income (POI) Reminder Letters 2,755 2,309 2,136 2,273 4,951 3,080 3,181 2,673 2,852 2,711 3,900 2,765 Repayment Assistance Plan / Revision of Terms 38,455 28,837 49,869 48,248 36,595 42,415 34,838 32,155 21,377 14,775 12,772 15,522 Confirmation of Approval 20,875 18,853 17,951 35,086 23,104 26,774 19,922 24,621 21,093 37,481 23,370 27,195 Education Institution Page 16 of 50

17 Activity Repayment Assistance Plan (RAP) Refusals AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 3,571 3,140 2,896 5,028 3, Revision of Terms Miscellaneous Letters (reprints, etc.) 28,747 21, ,377 18,251 20,386 17,026 20,577 20,276 25,340 18,644 22,114 Proof of Income 1,965 1,809 1,692 3,386 2,060 3,068 2,509 3,117 2,266 4,237 3,555 3,768 Accounting - Cheque Letters 2,779 5,757 6,687 3,097 2,110 9,719 3,113 2,680 1,953 3,412 2,558 3,081 Repayment Assistance Services Repayment Assistance Plan (RAP) Expiry Miscellaneous Letters - Other , Letter Production Preauthorized payment (PAPP) Loan Administration Services Payment Processing Process Issue Resolution 195, , , , , ,826 1,346, , , , , ,855 5,022,693 Page 17 of 50

18 2013 Activity AUG SEP OCT NOV DEC Annual Tax Statements 1,854 1,882 2,118 1,406 1,182 Post-Secondary Commencement Date letter 14, , ,007 59,187 33,813 Post-Secondary End Date letter 5,031 3,080 3,761 59,265 3,473 Consolidation Letters 8, ,613 12,788 0 Repayment Assistance Plan (RAP) Rejection letters 6,336 6,362 9,615 10,151 9,153 RAP expiry letters 1,709 1,786 1,900 1,384 1, day arrears letters 27,012 20,083 17,792 19,568 26, day arrears letters 8,477 9,907 8,293 7,911 6, day arrears letters 7,181 6,585 7,476 6,357 5, day arrears letters 3,691 2,833 3,221 2,553 3,450 Switch from in-repayment to in-study status letters ,035 1,074 Restriction Notice - ZM Restriction Notice - W Repayment Assistance Plan Recovery Grant Letters (GLIS, GP) Grant Letters (GPHL) 2 0 1, ,257 Proof of Income (POI) Reminder Letters 3,207 2,311 2,548 2,049 5,975 Repayment Assistance Plan / Revision of Terms 14,037 11,968 13,094 19,424 13,806 Confirmation of Approval 21,170 21,450 19,640 44,777 26,929 Education Institution Page 18 of 50

19 2013 Activity Repayment Assistance Plan (RAP) Refusals AUG SEP OCT NOV DEC Revision of Terms Miscellaneous Letters (reprints, etc.) 19,006 20,952 23,057 23,109 18,892 Proof of Income 3,087 3,453 3,190 5,780 4,560 Accounting - Cheque Letters 2,702 5,670 4,063 3,157 2,987 Repayment Assistance Services Repayment Assistance Plan (RAP) Expiry Miscellaneous Letters - Other ,048 1,415 Letter Production Preauthorized payment (PAPP) Loan Administration Services Payment Processing Process Issue Resolution 149, , , , ,573 1,473,552 Page 19 of 50

20 3.3 Inbound Communication Volumes Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Number of inquiries received 1,203 1,782 1,533 1,319 1,373 1, ,410 1,223 1,299 1,517 1,314 Number of letters received (Borrower Correspondence) Total number of faxes received 22,530 23,213 31,369 29,903 24,716 25,958 22,782 24,438 29,335 29,298 32,160 32,576 Incoming Volume 39, ,067 71,235 45,802 29, ,947 85,494 72,394 47,831 79,641 33,227 45,236 Incoming Cheques 9,875 9,755 9,920 7,403 7,539 3,723 7,667 1,460, Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Number of inquiries received 1,957 1,564 1,753 2, ,611 1,568 1,185 1,184 1,415 1,113 1,213 Number of letters received (Borrower Correspondence) Total number of faxes received 28,992 32,479 38,477 44,815 33,920 38,076 33,136 30,184 29,209 33,751 34,015 33,297 Incoming Volume 65, , , ,919 64, ,289 82,602 63,525 48,056 87, , ,609 Incoming Cheques 7,076 5,129 6,177 8,345 7,099 8,586 8,339 7,457 6,511 5,405 5,590 6,776 1,915,449 Page 20 of 50

21 Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Number of inquiries received 1,687 1,662 2,222 1,285 1,107 2,157 1,424 1,216 1,469 1,869 1,476 1,949 Number of letters received (Borrower Correspondence) Total number of faxes received 33,270 32,132 39,166 39,125 33,004 38,270 27,844 24,117 23,716 18,283 18,114 18,475 Incoming Volume 188, ,671 91,862 86,678 52,491 69,632 44,979 41,606 40,189 42,454 55,667 32,704 Incoming Cheques 6,581 4,693 6,797 7,034 6,217 8,427 7,666 6,990 6,500 5,544 5,266 5,397 1,328, Activity AUG SEP OCT NOV DEC Number of inquiries received 1,475 2,204 2,366 2,072 1,829 Number of letters received (Borrower Correspondence) Total number of faxes received 21,721 23,756 23,291 22,021 24, ,517 Page 21 of 50

22 SECTION 4: ACCOUNT MANAGEMENT Year-over-Year Aggregate Annual Volumes By Loan Year August-July Activity Payment Statistics Confirmation of enrolment documents processed 584, , ,083 Early Withdrawal 7 76,653 77,012 95,233 Payments Processed 6,708,121 6,456,585 7,635,876 Deposit Acceleration 4,193 3,491 3,166 Cheques 102,481 90,729 80,971 Internet Payments 1,314,047 1,393,150 1,594,870 Pre-authorized Debit 5,042,730 4,709,309 5, Manual PAD 244, , ,550 Interac Payments Total PAD and Cheque Returns 223, , ,842 Payment Return - Non-sufficient funds 172, , ,577 Payment Return - Payment Stopped 18,172 18,734 18,320 Payment Return - Account Closed 14,436 14,683 15,699 Payment Return - Funds not cleared 6,867 6,625 6, Loans Returned to Government by Type Default > 270 days delinquent 39,590 38,293 36,542 Death Severe Permanent Disability Early withdrawal could also include switch to part-time. Page 22 of 50

23 SECTION 4: ACCOUNT MANAGEMENT Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 4.1 Payment Statistics Confirmation of enrolment documents processed 11, ,673 82,283 44,066 23,426 29,833 28,942 36,306 33,415 30,766 23,409 15,219 Early Withdrawal 2,537 10,426 5,860 6,090 5,570 4,176 11,231 10,467 6,293 5,110 5,068 3,825 Payments Processed 943, , , , , , , , , , , ,430 Deposit Acceleration Cheques 10,856 6,428 7,604 11,721 9,399 7,645 9,084 9,902 9,882 8,633 4,905 6,422 Internet Payments 99, ,173 98, , , , , , ,983 95, , ,832 Pre-authorized Debit 813, ,528 21, , , , , , , , ,041 21,301 Manual PAD 19,676 19,605 19,422 22,198 22,186 21,845 19,051 21,374 20,438 17,851 21,254 19,536 Interac Payments Total PAD and Cheque Returns 19,477 20,230 15,947 16,208 30,704 22,246 20,921 18,649 14,531 13,204 17,012 14,211 Payment Return - Non-sufficient funds 15,223 16,230 12,338 13,000 22,843 17,017 16,362 14,796 10,799 10,001 13,202 10,810 Payment Return - Payment Stopped 1,194 1,654 1,465 1,233 1,923 1,784 1,859 1,661 1,111 1,273 1,624 1,391 Payment Return - Account Closed 1,354 1, ,201 1,405 1, , Payment Return - Funds not cleared Loans Returned to Government by Type Default > 270 days delinquent 2,137 5,225 3,410 3,078 3,792 3,748 2,153 2,611 3,238 4,687 2,906 2,605 Death Severe Permanent Disability Page 23 of 50

24 SECTION 4: ACCOUNT MANAGEMENT Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 4.1 Payment Statistics Confirmation of enrolment documents processed 29, ,962 81,219 62,366 23,342 29,833 28,942 36,306 29,378 31,319 23,409 15,219 Early Withdrawals 3,771 8,816 5,593 8,708 4,341 4,176 11,231 10,467 5,569 5,447 5,068 3,825 Payments Processed 988, , , , , , , , , , , ,430 Deposit Acceleration Cheques 8,276 5,763 6,787 9,106 6,832 7,645 9,084 9,902 6,825 9,182 4,905 6,422 Internet Payments 125, , , , , , , , , , , ,832 Pre-authorized Debit 830, , , ,153 22, , , ,721 21, , ,041 21,301 Manual PAD 23,383 23,729 21,013 22,917 22,388 21,845 19,051 21,374 20,338 22,545 21,254 19,536 Interac Payments Total PAD and Cheque Returns 20,175 19,901 15,019 16,368 31,207 22,246 20,921 18,649 15,035 15,753 17,012 14,211 Payment Return - Non-sufficient funds 15,824 15,846 11,614 13,128 22,915 17,017 16,362 14,796 11,312 12,568 13,202 10,810 Payment Return - Payment Stopped 1,344 1,673 1,466 1,259 2,068 1,784 1,859 1,661 1,388 1,217 1,624 1,391 Payment Return - Account Closed 1,395 1, ,421 1,405 1, , Payment Return - Funds not cleared Loans Returned to Government by Type Default > 270 days delinquent 2,731 5,734 3,556 3,135 2,760 2,940 2,683 2,988 2,385 3,811 2,994 2,576 Death Severe Permanent Disability Page 24 of 50

25 SECTION 4: ACCOUNT MANAGEMENT Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 4.1 Payment Statistics Confirmation of enrolment documents processed 36, ,230 93,134 38,148 39,416 39,463 45,926 26,146 34,234 37,549 17,201 13,279 Early Withdrawal 4,957 8,144 9,190 7,536 8,863 5,662 13,440 6,657 8,033 5,413 10,258 7,080 Payments Processed 602, , , , ,164 1,045, , ,063 1,007, , ,450 1,010,481 Deposit Acceleration Cheques 6,491 4,257 7,917 7,628 6,769 7,165 7,627 7,076 7,697 6,103 4,907 7,334 Internet Payments 135, , , , , , , , , , , ,401 Pre-authorized Debit 433,629 17, , , , , ,663 23, , ,864 19, ,753 Manual PAD 26,605 20,321 26,966 27,525 22,201 23,533 21,549 22,544 23,168 22,810 21,593 25,735 Interac Payments Total PAD and Cheque Returns 22,369 16,859 19,046 16,990 26,713 27,158 22,108 18,088 17,612 16,284 15,050 16,565 Payment Return - Non-sufficient funds 17,486 13,174 15,527 13,512 19,329 22,119 17,599 14,284 13,972 12,839 11,354 13,382 Payment Return - Payment Stopped 1,646 1,481 1,563 1,514 1,784 1,636 1,835 1,630 1,189 1,359 1,486 1,197 Payment Return - Account Closed 1,774 1, ,589 1,290 1, , , Payment Return - Funds not cleared , Loans Returned to Government by Type Default > 270 days delinquent 2,317 5,482 3,107 2,707 1,994 2,760 2,289 3,073 3,113 4,055 2,967 2,678 Death Severe Permanent Disability Page 25 of 50

26 SECTION 4: ACCOUNT MANAGEMENT Month-over-Month Volumes by Loan Year for Year to Date (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 4.1 Payment Statistics Confirmation of enrolment documents processed 75, ,970 41,308 34,555 30,600 Early Withdrawal 2,929 10,681 8,155 6,321 5,324 Payments Processed 186,920 1,024, , ,427 1,131,423 Deposit Acceleration Cheques 4,816 5,467 6,557 5,781 6,627 Internet Payments 138, , , , ,116 Pre-authorized Debit 18, ,675 17,326 16, ,165 Manual PAD 24,706 28,829 31,336 28,632 39,325 Interac Payments Total PAD and Cheque Returns 22,771 23,867 23,124 18,241 41,781 Payment Return - Non-sufficient funds 17,510 19,894 19,152 14,733 33,766 Payment Return - Payment Stopped 2,151 1,667 1,883 1,563 2,066 Payment Return - Account Closed 1,750 1,061 1,150 1,005 3,521 Payment Return - Funds not cleared Loans Returned to Government by Type Default > 270 days delinquent 2,988 5,228 3,184 3,336 2,580 Death Severe Permanent Disability Page 26 of 50

27 SECTION 5: CUSTOMER SERVICE - CALLS Year-over-Year Aggregate Annual Volumes By Loan Year August-July Activity Call Centre Inbound Total Number of Inbound Calls HIT the Telephony System 2,709,093 2,899,209 3,067,785 Customer Serving Time (Average call in Seconds) Number of calls into French queue 52,202 54,687 66,211 Number of calls into English queue 2,582,550 2,846,877 3,041,169 Calls completed in interactive voice response 374, , ,919 Calls handled by agents 1,888,337 1,944,591 2,145,772 TTY calls received 14,224 24,704 33,652 Collect calls received 8 8,398 11,055 11, Call Centre Outbound - Default prevention Number of telephone calls initiated 2,055,668 2,220,661 2,317, Escalations 9 and Complaint Management Number of ministerial cases received Number of cases received from MP line Number of calls transferred to CSLP 46,232 36,665 31, Call Drivers Customer question received 828, , ,848 Customer question due to letter received 48,097 56,532 34,526 Customer returning call 14,138 23,254 36,214 Customer second call for same issue 12,221 16,997 11,961 Customer requesting escalation to senior agent Customer unable to pay 154, ,391 99,703 Media/Government calls 3,481 3,985 4,414 School calls 2,891 3,346 3,068 Financial Institution calls International calls may be collect calls. 9 Escalation reasons include: RAP, Credit Bureau, PAPP, Disbursement, General Business Related, Payment Processing, Restrictions, Consolidations & Repayment, RTG and Privacy. Page 27 of 50

28 5.5 Main Call Details Activity Disbursement discussion 125, , ,454 Payments and pre-approved payment plan setup/change 154, , ,659 Address and account information updates 111,561 86,998 76,067 Balance on account discussion 88,379 71,924 72,757 RAP general questions or exceptions discussion 82,083 70,157 64,372 RAP pre-qualification call 54,615 55,877 63,185 Payout 29,859 33,415 37,743 Confirmation of Enrolment (COE)/ End of Study (EOS) 46,144 44,272 43,073 Debt Reduction & Repayment (DRR)/Revision of Terms (ROT) (e.g. RAP) 55,909 47,893 56, Escalated Calls ,317 Page 28 of 50

29 SECTION 5: CUSTOMER SERVICE - CALLS Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 5.1 Call Centre Inbound Total # of Inbound Calls HIT the Telephony System 174, , , , , , , , , , , ,614 Customer Serving Time (Seconds) Number of calls into French queue 3,842 6,546 4,957 4,664 4,863 4,833 2,785 5,018 3,478 3,642 3,591 3,983 Number of calls into English queue 171, , , , , , , , , , , ,289 Calls completed in interactive voice response 22,377 36,276 31,629 25,936 24,212 23,652 23,843 97,056 21,832 20,696 23,715 23,616 Calls handled by agents 120, , , , , , , , , , , ,502 TTY calls received 973 1,698 1,147 1,133 1,122 1,284 1,281 1,473 1, ,132 1,021 Collect calls received , Call Centre Outbound- Default prevention Number of telephone calls initiated 114, , , , , , , , , , , ,317 First contact attempt % Second contact attempt % Third contact attempt % Escalations and Complaint Management Number of ministerial cases received Number of cases received from MP line Number of calls transferred to CSLP 3,596 4,237 3,434 3,568 2,860 4,131 3,506 4,481 3,858 4,129 4,089 4, Call Drivers Customer question 51,983 82,945 74,558 72,057 65,399 71,471 61,562 85,344 60,480 58,078 78,763 65,708 Customer question due to letter received 3,366 4,335 5,735 3,747 3,146 3,222 2,992 4,240 3,218 4,161 4,873 5,062 Customer returning call 480 1,424 1,820 1, , ,280 1,759 1,216 Customer second call for same issue 429 1,102 1,146 1,296 1, , , Customer requesting escalation to senior agent Customer unable to pay 10,968 11,843 13,832 15,043 12,867 11,925 10,480 13,433 12,758 14,627 15,251 11,338 Media/Government calls Page 29 of 50

30 SECTION 5: CUSTOMER SERVICE - CALLS Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL School calls Financial Institution calls Main Call Details Disbursement discussion 6,466 21,464 12,450 9,363 8,837 16,812 9,967 9,559 6,234 7,575 9,758 7,092 Payments and pre-approved payment plan setup/change 11,618 14,555 12,501 12,656 13,283 11,399 9,957 14,086 11,891 11,225 16,369 15,018 Address and account information updates 7,156 10,421 9,117 10,137 8,558 9,045 9,067 12,094 9,953 8,518 9,648 7,847 Balance on account discussion 6,254 9,488 7,108 7,547 6,956 7,766 6,576 8,057 6,664 7,078 7,848 7,037 RAP general questions or exceptions discussion 3,480 4,550 5,763 9,322 7,832 6,290 5,970 9,517 4,852 6,831 10,103 7,573 RAP pre-qualification call 3,195 3,767 5,170 5,335 4,804 4,432 3,927 4,997 3,992 3,833 6,273 4,890 Payout 1,865 2,679 2,595 2,449 2,089 2,309 2,015 2,743 2,464 2,155 3,478 3,018 COE/EOS 2,795 4,910 9,114 4,660 3,310 2,999 2,367 3,929 2,588 2,563 3,838 3,071 DRR/ROT (exc RAP) 3,659 4,691 4,933 5,433 4,618 4,032 3,615 4,717 4,533 5,730 5,527 4,421 Page 30 of 50

31 SECTION 5: CUSTOMER SERVICE- CALLS Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 5.1 Call Centre Inbound Total # of Inbound Calls HIT the Telephony System 220, , , , , , , , , , , ,943 Customer Serving Time (Seconds) Number of Calls into French queue 5,186 5,574 6,290 6,576 3,618 6,104 3,591 3, ,387 4,315 4,827 Number of calls into English queue 237, , , , , , , , , , , ,301 # of Calls completed within interactive voice response 34,785 41,001 49,074 50,630 20,815 38,643 22,612 24, ,703 28,870 33,278 Calls handled by agents 177, , , , , , , , , , , ,089 TTY calls received 1,417 1,192 1,073 1,511 1,975 2,610 3,120 2,309 2,355 2,894 2,053 2,195 Collect calls received , ,029 1,278 1, , Calls Centre Outbound- Default prevention Number of telephone calls initiated 144, , , , , , , , , , ,037 % First contact attempt % Second contact attempt % Third contact attempt Escalations and Complaint Management Number of ministerial cases received Number of cases received from MP line Number of calls transferred to CSLP 5,271 4,677 3,104 2,529 2,097 2,516 2,646 3,083 2,681 2,436 2,508 3, Call Drivers Customer question received 72,585 68,982 72,913 80,304 39,446 59,496 73,256 57,014 59,778 74,759 48,737 60,202 Customer question due to letter received 5,588 6,203 7,215 6,071 2,884 3,439 3,755 4,115 4,281 5,889 4,038 3,054 Customer returning call 1,173 1,967 2,514 2,942 1,034 1,534 1,900 2,252 1,035 2,492 1,363 3,048 Customer second call for same issue 1,055 1,448 1,767 2,163 1,174 1,542 1,702 1,121 1,608 1, Customer requesting escalation to senior agent Customer unable to pay 10,540 8,229 9,868 15,016 7,229 8,167 10,304 7,379 8,326 10,706 6,595 6,032 Media/Government calls Page 31 of 50

32 SECTION 5: CUSTOMER SERVICE- CALLS Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL School calls Financial Institution calls Main Call Details Disbursement discussion 11,269 19,767 15,523 14,415 7,264 15,430 11,502 7,185 6,635 10,276 7,784 9,459 Payments and pre-approved payment plan setup/change 16,293 13,512 15,318 17,389 8,219 12,100 15,888 11,660 12,743 17,900 10,947 14,382 Address and account information updates 8,950 8,427 7,497 8,580 4,925 6,713 9,063 8,403 6,734 7,568 4,736 5,402 Balance on account discussion 7,216 6,699 6,421 6,894 3,672 6,298 7,219 5,438 5,882 7,067 4,196 4,922 RAP general questions or exceptions discussion 5,961 4,761 5,691 10,654 4,620 4,634 6,732 5,372 5,477 7,640 3,995 4,620 RAP pre-qualification call 3,681 3,462 5,984 7,148 3,315 4,172 5,072 3,418 5,232 6,289 4,103 4,001 Payout 3,287 2,567 2,408 3,375 1,756 2,499 3,202 2,744 3,433 3,841 2,035 2,268 COE/EOS 3,898 3,747 8,397 5,518 2,390 2,763 3,141 2,328 3,602 3,858 2,312 2,318 DRR/ROT (exc RAP) 4,022 3,534 4,514 6,018 3,150 3,418 3,499 3,118 3,042 4,823 3,660 5,095 Page 32 of 50

33 SECTION 5: CUSTOMER SERVICE - CALLS Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 5.1 Call Centre Inbound Total # of Inbound Calls (HIT) the Telephony System 251, , , , , , , , , , , ,868 Customer Serving Time (Seconds) Number of calls into French queue 4,634 5,725 9,249 4,855 4,291 8,403 5,569 4,022 5,332 5,723 4,585 3,823 Number of calls into English queue 273, , , , , , , , , , , ,830 Calls completed in interactive voice response 36,442 42,591 69,844 37,863 26,704 53,468 34,403 28,897 40,154 39,535 28,567 27,451 Calls handled by agents 187, , , , , , , , , , , ,165 TTY calls received 3,144 2,648 3,155 2,532 2,134 3,641 2,630 2,384 2,667 3,186 2,528 3,003 Collect calls received , , Call Centre Outbound- Default prevention Number of telephone calls initiated 174, , , , , , , , , , , ,300 % First contact attempt % Second contact attempt % Third contact attempt Escalations and Complaint Management Number of ministerial cases received Number of cases received from MP line Number of calls transferred to CSLP 3,258 2,557 2,535 2,472 1,860 2,829 2,495 2,845 3,122 2,892 2,282 2, Call Drivers Customer question received 70,935 78,051 97,808 70,018 48,637 83,754 64,222 60,189 79, ,813 76,109 77,383 Customer question due to letter received 2,677 2,060 4,734 3,217 2,073 2,648 2,856 3,479 3,102 4,007 2,113 1,560 Customer returning call 1,339 1,830 3,652 2,882 1,971 4,493 2,349 2,437 2,409 4,479 3,804 4,569 Customer second call for same issue 1,107 1,142 1,917 1, , , ,032 Customer requesting escalation to senior agent Page 33 of 50

34 SECTION 5: CUSTOMER SERVICE - CALLS Month-over-Month Volumes by Loan Year for (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Customer unable to pay 7,277 6,650 12,366 10,809 8,013 9,989 7,685 7,028 8,045 10,295 6,316 5,230 Media/Government calls School calls Financial Institution calls Main Call Details Disbursement discussion 10,880 22,601 13,916 8,539 6,437 16,646 7,218 5,482 5,557 8,377 6,820 8,981 Payments and pre-approved payment plan setup/change 14,513 14,257 21,374 16,028 10,604 16,600 12,995 11,869 16,321 20,766 14,953 14,379 Address and account information updates 6,373 5,848 7,073 6,188 4,760 8,031 7, ,395 8,460 6,553 7,288 Balance on account discussion 5,578 5,007 6,599 4,901 3,671 8,287 6,020 5,201 6,749 7,865 5,917 6,962 RAP general questions or exceptions discussion 5,266 4,433 7,534 8,064 4,226 4,622 4,037 3,768 5,829 8,252 4,793 3,548 RAP pre-qualification call 4,529 3,947 9,372 6,309 4,732 5,759 3,976 3,151 4,548 7,716 5,183 3,963 Payout 2,432 2,159 3,721 2,957 2,419 3,491 2,662 2,827 3,742 5,146 2,969 3,218 COE/EOS 3,169 3,668 7,869 3,429 2,259 3,043 2,178 2,273 3,854 5,247 3,387 2,697 DRR/ROT (i.e. RAP) 5,255 4,121 6,335 5,071 3,486 5,143 4,155 3,793 4,688 6,588 4,101 3,368 Page 34 of 50

35 SECTION 5: CUSTOMER SERVICE Month-over-Month Volumes by Loan Year for Year to Date (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL 5.1 Call Centre Inbound Total # of Inbound Calls (HIT) the Telephony System 234, , , , , , ,173 Customer Serving Time (Seconds) Number of calls into French queue 3,121 4,445 6,374 3,124 2,514 Number of calls into English queue 209, , , , ,771 Calls completed in interactive voice response 19,342 29,250 42,434 21,034 79,811 Calls answered by agents 152, , , , ,883 TTY calls received 1,903 2,152 2,233 2,116 1,617 Collect calls received ,601 1, Call Centre Outbound- Default prevention Number of telephone calls initiated 177, , , , ,831 First contact attempt % Second contact attempt % Third contact attempt % Escalations and Complaint Management Number of ministerial cases received Number of cases received from MP line Number of calls transferred to CSLP 3,239 3,012 2,566 2,155 1,628 2,587 2,284 1, Call Drivers Customer question received 65,273 86,092 99,911 73,395 57,551 Customer question due to letter received 1,014 1,456 2,518 1,753 1,291 Customer returning call 5,119 6,461 6,944 6,796 5,200 Customer second call for same issue 681 1,554 1,427 1, Customer requesting escalation to senior agent Page 35 of 50

36 SECTION 5: CUSTOMER SERVICE Month-over-Month Volumes by Loan Year for Year to Date (August-July) Activity AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL Customer unable to pay 3,377 3,922 5,052 4,183 2,854 Media/Government calls School calls Financial Institution calls Main Call Details Disbursement discussion 10,871 25,059 16,091 8,660 6,687 Payments and pre-approved payment plan setup/change 12,082 15,923 17,655 12,820 11,292 Address and account information updates 6,519 7,212 10,236 7,281 6,145 Balance on account discussion 5,874 5,992 7,064 5,599 5,141 RAP general questions or exceptions discussion 2,434 2,254 3,728 3,365 2,056 RAP pre-qualification call 2,494 3,001 4,135 2,780 1,621 Payout 2,638 2,707 3,943 3,130 2,385 COE/EOS 2,865 5,349 7,336 4,178 3,127 DRR/ROT (exc RAP) 2,481 3,038 3,689 3,470 2, The volumes below represent the number of escalated cases that have historically required CSLP agents to review a client case and authorize the removal of a specific restriction. Fiscal Year APR MAY JUN JUL AUG SEP OCT NOV DEC JAN FEB MAR Total for the year , , ,394 Page 36 of 50

37 SECTION 6: REPAYMENT ASSISTANCE Year-over-Year Aggregate Annual Volume by Loan Year August-July Activity (up to May 2014 only) 6.1 RAP Applications RAP New applications received 246, , , ,664 RAP applications requiring further information about Financial Institution held loans from the 17,559 36,000 33,671 25,380 guaranteed and risk-shared regime pre Repayment Assistance Plan (RAP) TOTAL RAP applications processed 448, , , ,569 RAP applications approved 201, , , ,772 RAP applications refused 6,589 7,500 14,838 27,759 TOTAL exceptions 170, , , ,730 Exception proof of income 77, , , ,466 Exception Loan is in arrears (interest owing on account) 17,602 19,085 19,502 13,950 Applications cancelled 2,992 9,221 19,781 23,893 Application expired 45,706 34,119 29,978 25, RAP Permanent Disability (PD status not on file) Total RAP PD Unconfirmed Processed 1,968 4,213 7,673 10,107 Applications approved 1,962 1,341 2,363 2,791 Applications refused Total exceptions for RAP PD applications - 2,045 3,882 5,560 Exception - Loan in arrears (interest owing on account) Exception - proof of income - 1,975 4,295 6,171 Application expired , RAP Permanent Disability (PD status on file) Total RAP PD Confirmed Processed 11,524 32,816 42,138 41,304 Applications approved 7,448 15,419 16,700 13,936 Applications refused Total exceptions for RAP PD applications - 12,259 18,433 20,958 Exception - Loan in arrears (interest owing on account) - 1,084 1,265 1,075 Exception - proof of income - 12,094 20,086 23,276 Application expired - 2,414 2,969 3, Change in Repayment Schedule Changes in Repayment Schedule Processed 117, , ,629 Interest Only 16,528 54,927 53,573 Page 37 of 50