I think we have to bring whatever it takes to the complaints and their resolution. We don't choose to do one type of approach because of the cost implications.
First of all, I am an ombudsman, who has powers to go to the Federal Court. This presumes that I try to present a conciliatory approach, where the parties are interested in conciliation. That does not mean we force complainants to accept any offer or agreement that they are not happy with. From our experience, most parties want to get to a quick, practical, efficient, realistic settlement; they don't necessarily want to drag themselves through the court. That's why we encourage settlement.