There are always lessons to be learned in various roles and from different people with whom I associate.
What was reinforced is that training can always be better. Training of the staff who are performing roles can always be better. Even though you put what you think is decent training in, whenever there are people who are interacting in these roles, human nature and the complexity of legislation can mean that inadvertent errors possibly take place. You can always improve the training. You always have to put checks and balances in everything. I think that making assumptions is never a good thing. You need to follow up to make those assumptions. At the end of the day, you're providing a service. You need to make sure that it's done properly.