Follow a real workflow
Walk through a typical customer journey with the team that performs it. Note where information is collected, who checks it and how exceptions are handled. Compare the actual workflow with the written procedure.
Explain decisions
A usable procedure identifies who makes a decision, what information they need and where the decision is recorded. Include an escalation route for cases that do not fit the usual process.
Keep feedback close
Use questions from staff to improve instructions and training. When a process changes, review the related policy, examples and supporting records together.
These are practical preparation suggestions, not a statement of legal requirements. See FINTRAC’s official guidance for Canadian regulatory information.
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