It's a bit of both. We realized that certain investigators were more compatible with certain institutions or complainants. In those cases, it's not even an issue. Those investigators are assigned the complaints and files from the corresponding individuals.
We explored the idea of assigning files by portfolio, but that doesn't always work given that some files involve more than one subject. That makes it hard to identify the main issue in the file. Nevertheless, we do triage new files to determine whether we can facilitate the resolution process as soon as a complaint comes in. However, if the file appears to be more complex, it is assigned to an investigator. As I said, it's a bit of both.