TABLE OF CONTENTS


Purpose
Exceptions allow you to proceed when a client has not fully met all requirements under your compliance program, but a risk based review supports continuing the relationship. Exceptions record the reasoning, type, and audit trail of who applied them and when.


When to use an exception

Exceptions should only be used when:

  • Standard information cannot be provided or is delayed.

  • A risk based approach supports continuing despite the gap.

  • The rationale is clearly documented.




Types of exceptions

Permanent exception

Use when missing information is unlikely to ever be available and your business accepts the ongoing risk.

Examples

  • Elderly client cannot pass full electronic verification due to limited accounts in their name.

  • Expired government ID where the client will not be renewing.

Temporary exception

Use when you expect the missing information will be available in the near future.

Examples

  • Client is between residential addresses and data sources are not yet updated.

  • Client is waiting on their ID document in the mail.

Temporary exceptions remain unresolved until you mark them as resolved.


Adding an exception

Exceptions can be added to individuals or entities (not at case level).

  1. Open the case.

  2. Select the individual or entity requiring the exception.

  3. In the slide-out panel, click Add Exception.

  4. Choose Permanent or Temporary.

  5. Enter the reasoning and save.

Once added, the exception will display in a banner at the top of the individual or entity slide-out. The banner will show:

  • Type (permanent or temporary)

  • Status (unresolved or resolved for temporary)

  • Who added it, and the date and time applied


Resolving a temporary exception

When the missing information has been provided or no longer applies:

  1. Open the case and select the relevant individual or entity.

  2. In the exception banner, click the three dots menu.

  3. Select Mark as Resolved.

  4. The exception will update with the resolution date and user details.



Important notes

  • You cannot change a temporary exception to permanent. To update, you must delete the temporary exception and create a new permanent one.

  • All exceptions are captured in the audit history of the case.

  • Exceptions should be reviewed regularly as part of your compliance monitoring.