Most of the people we deal with are satisfied with the office's services.
Of course, no one is ever happy with the turnaround times. But, as you say, the office is here to uphold access to information and ensure compliance with the act. In many cases, we're able to resolve the complaint just by explaining to people what we have in front of us. We can see the access to information files. When the complaint reaches us, we request the file, and nothing is redacted in the documents, so we can see exactly what was taken out and what was disclosed to the person. Often, people realize that the exemption was applied properly, or that it's a legal opinion, and they're satisfied. Essentially, people are looking for an opinion from someone who's outside the institution in question. They trust our investigators to tell them what's going on. We're able to resolve quite a lot of files that way.
However, there will always be people who aren't so satisfied because they want more. They think they should get everything, but unfortunately for some, and fortunately for others, I'm bound by the act. As it stands, the act sets out the exemptions and exclusions, and my job is to make sure that its provisions are applied properly.