The solution is always to ensure that there is very tight operational oversight of the processing of cases. What we can say is that 90 per cent of our cases are adjudicated within 30 days. What happens to the other 10 p. 100 of files and why do they get bogged down? It's often because of problems obtaining medical evidence. There is no available expert, or no physician is available to provide evidence in that area, and so forth. So, we have to locate that expertise quickly, and it isn't easy for anyone -- either for the Board or the individuals involved.
The second very important point is that people must understand why their claim has been refused. That requires training and quality control, so that the individual being given the decision understands perfectly why his claim was refused.
Those are the two points that came out in our customer satisfaction survey.