In theory, the complaint resolution mechanisms available should solve problems for people quickly and easily. We're an office of last resort. When they go to the system it should work; if it doesn't, that's when we step in. We also have a role to make systemic observations, and we have certainly observed delays.
The grievance process has improved in the last few years, and it isn't taking as long to get through the system. But something was added to our mandate that is different from other provincial ombudsmen mandates that look at administrative processes. We have the right to look at a case before it goes into the grievance or complaint resolution system if there are compelling circumstances. We have taken the position that we will use that very liberally. If we can help somebody quickly, we would rather do that than have them spend five years in a system. That's part of our role. It also helps the system and gives them more time to look at other cases.