Perhaps I can add to that. I think the investments the government has made in the telephone system have really allowed significant improvement; that was in budget 2016, which I think stabilized the funding, and in budget 2018. When you look at what's in the OAG report, you see a reflection of some difficult times. As we move here, more call agents have been hired. There's additional training now, which we call “nesting and gating”, that allows additional support after the initial training. There are investments now being made in new technology.
When you put all that together, I think you'll see a rapid improvement in the call centres. We're seeing that right now. When you look at the filing season we just had, our accessibility has never been higher. For the individual lines, it has gone up significantly compared with 2014-15 and 2015-16. Gradually, every year, we've had improvements. You really see that coming through right now.