One of the things we're trying to do with this new process--reducing the amount of paper, reducing the treatment of files--is what you've seen hospitals do and what the courts have done when they've had a backlog, and that is not treat all the complaints the same way. You do a real triage so that you can group them. If you've already issued a finding on a given question, you may be able to deal with it summarily. If it's more complex, it goes into a different stream. You really try to give the complaints the treatment they deserve in terms of importance and national scope.
On February 11th, 2009. See this statement in context.