In answer to the first part of your question, honourable member, with hindsight it seems to be the obvious thing to do—that's why there's hindsight, I guess. Traditionally we'd said that the backlogged complaints were the complaints not assigned, but as we struggled on through various administrative challenges and we had this increasing number of files that we couldn't get to, we thought, why not be really transparent and strict with ourselves and take the standard that's in our other law and say that complaints should be serviced within a year, maximum? So everything that has been in our files for over a year is, by definition, a backlog, whether somebody's working on it or not.
On November 19th, 2009. See this statement in context.