One of the customers of this AFS licensee, Hana, is a tennis instructor. Hana complains to the licensee about various unreasonable fees charged and automatically deducted from her account every year. Hana is not sure for how many years this has been going on, but she claims that there Page 4 of 5 is no underlying reason for such fees and these fees have been charged every year despite her repeated requests to the licensee to stop charging these unsubstantiated fees. When Hana called the office of the licensee once again about these fees, the representative informed her over the phone that they had been sending statements detailing the deductions to her. In addition, the representative indicated that over 30 days have passed since these deductions were initiated which means they cannot cancel the arrangement anymore. Hana repeatedly questioned the representative on how she could stop them from charging for something she has not asked for nor benefited from. The representative finally mentions AFCA reluctantly, however, quickly adds that AFCA does not deal with disputes about fees. Then she offers Hana the option to open new accounts with them to see whether the same issues arise with the new accounts over time. (15marks comprising 8marks for 3.a., and 7marks for 3.b.) 3. a. Has the representative provided accurate information to Hana about the available dispute resolution procedures including whether AFCA would consider disputes about fees? What can Hana do? Please state your