Good. I'm glad, because I was sort of going there. The number of complaints has gone down, at about 2% or thereabouts of the total number of requests. I think just under 60% of the complaints are well-founded, which would mean that over 40% are not well-founded.
There's considerable time and resources going into this. How do we narrow down, or make more efficient, identifying the complaints that are actually valid or are well-founded complaints?