They were not formal complaints but we included them because they were still cases we had to address. In one case, for instance, there was no formal complaint, but we had to use mediation. That required a lot of intervention and resources from us. So we felt it was necessary to include that kind of intervention. We do not include phone calls about where to find the policy online, however. I am not referring to that kind of request, but to more serious matters that did not lead to a formal complaint.
On February 26th, 2018. See this statement in context.