That's something we're looking at doing this year, along the lines of, as complaints come in, having a senior investigator sit down and review particularly complex refusal cases to see whether there's any opportunity to settle the complaint at an early stage or, potentially, to clarify or narrow the scope of the complaint. Hopefully that will assist us in treating the complaints in a more strategic and rapid way.
On May 6th, 2014. See this statement in context.