Fine, but maybe the previous 13 years had not been glorious. Sure, if you don't run very fast and then start running a little faster afterwards, you can always pat yourself on the back.
The reality is that people who are unlucky enough to be in the 20% who don't get their cheques have to go into debt. Because they can't get a service, they have to borrow money from friends or family members, or pay for their expenses with their credit cards and pay interest. I find this distressing. These are desperate people knocking on the door of our offices. I hope you will continue to improve your system.
Ms. Dabboussy, could you please send the committee a list of the groups and organizations that you consulted in the creation of the appeal board?