The most important efficiency has to do with early resolution processes. We have no choice but to investigate complaints, for the most part, but we have a choice as to how we will investigate complaints. One way in which we increase efficiency is by trying to resolve cases in a mediation-type process, which obviously is less time-consuming than a full investigation. We also categorize the complaints we receive according to either the risk they pose to the complainants themselves or to whether they raise a systemic issue that would be worth investigating in a more thorough way. It's in part risk management and in part an attempt to resolve cases in a mediation-like process to the extent possible.
On May 4th, 2017. See this statement in context.