With regard to the status quo, if we look at the percentage of complaints responded to within established service standards, in 2014-15 it was 96%, which is great, but that went down to 83% in 2015-16. You have a goal of 90% this year. What explains that 13% dip, and how do we get it back up?
On May 4th, 2017. See this statement in context.