I can respond to that question.
First of all, of course, we have the call centre out there and we have a dedicated line to answer people's questions, and if the questions cannot be answered at that point, the persons are referred to the case processing centre and they will call them back.
As far as local offices go, I have reminded the managers to be courteous with people who appear in their office, to answer their questions, and refer them to the website and the call centre to discuss their case.
If a case appears in the media that I hear about, I will call the office and speak to them about it, as an example.
Janet, do you want to add something?