One of my concerns was that when I looked at some of these issues from a complaints perspective, because that's what we receive, I felt that certain users—and you've had a certain reaction to that sheet I gave you about the volume users—were clogging the system outside and inside my shop. So we've introduced an early resolution unit that does some triage. I didn't want, for instance, the 500 CBC complaints blocking the whole investigative process in my shop. So we've done some triage, and that seems to be working well. I didn't want the little old lady from Moose Jaw who is using the act for the first time to be told, “You're number 2,185; we'll see you in two years”.
On March 4th, 2009. See this statement in context.