In terms of the informal process, I think that maybe in my opening remarks it was misunderstood. It's not something that's currently tracked. If there is an informal resolution to a complaint, the way we track it now doesn't make its way into the official statistics; however, that will change under my five-year mandate. We will now be tracking that, so it does align perfectly with transparency.
On April 17th, 2018. See this statement in context.