We do that, of course, but it's unfortunate. I don't want things to get to that point. I don't want to have to call complainants to ask whether they still want the information in question since they asked for it eight months ago.
I'd like us to be able to call the complainant immediately to ask what information they are looking for exactly. Would they want the information right away if the institution were now willing to turn it over, in co-operation with our office? If not, or if we weren't able to deal with the file easily, the complainant might not obtain the information for two or three years, so they wouldn't be very satisfied.
In cases like that, it's important to have the co-operation of not just the institution, but also the complainant.