First of all, there is a process for receiving complaints. As soon as we receive a complaint, we do the sorting. We review the complaint and determine whether it is an administrative complaint or a complaint about denial of access. Then, different teams conduct the administrative investigations, either for a quick resolution or for the more complex cases. We make sure that resources are used effectively.
We also look at the issues raised to see whether it is possible to group the complaints together in order to process them effectively. We examine our internal processes through a case management system to ensure that everything is documented in our system. That helps us a great deal with reviewing our internal processes. We are looking into our processes for more complex investigations and for the refusals in order to improve our processes.