There are two points to be made there. In terms of the process for receiving complaints, last summer our lead time was 22 days, just to ascertain whether the complaint fell within our jurisdiction. In some cases, people had not provided the name of the institution or the subject of their complaint. So, last fall, we added a complaint form to our website which states what information we require to determine whether the complaint is valid. It is too early yet to assess the results, but we see that people are starting to use it, which means that when we receive a complaint, all the information is there.
The second thing we did, last summer, was to issue practice guidelines. We clearly identified for institutions how certain aspects should be handled, including the time they take to provide us with the necessary documentation. Last summer, we determined that it took 90 days for us to receive the documentation, even though we are trying to complete cases within an equivalent timeframe, at least for administrative complaints. So, if we have to wait 90 days to receive the documentation…
As a result, I have very clearly identified on the website that if we do not receive the documents within 10 days, we will go higher up in the reporting structure of that institution, and if we still do not receive it, we will issue subpoenas. Since then, I have been receiving the information in 10 days!