Thank you, Mr. Chair.
Thank you, Commissioner, for your reports today.
Commissioner, in your 2011-12 report you referred to the portfolio approach that you've adopted to bring a more efficient resolution, let's say, to the number of complaints. Over 30% of your inventory involved two institutions, the CBC and the CRA.
I wonder if you could first go a little more in depth in explaining the approach and how it works. Is it a bundling process? Is it consistently people who can work on specific accounts, for lack of a better term? Also, could you provide us an update on these two situations? Are we seeing progress? Is it working? How are you feeling about it?