On 14 June 2013, EIOPA published its annual report for 2012. The report outlines, amongst other matters, EIOPA's activities during 2012 (e.g. the issue of EIOPA guidelines in relation to dealing with complaints-handling by insurance undertakings). It also describes EIOPA's work programme for 2013. Key deliverables/focuses in this regard include (a) consumer protection measures (such as continued work on/under IMD2), (b) supervisory measures (such as creation of a supervisory handbook and an internal models support expert unit) (c) crisis management activities (such as the development of best practices) and (d), unsurprisingly, Solvency II issues.