What you are saying brings to mind the Office de la langue française du Québec, where action tends to be based on complaints, such as complaints on signage. It is true that the number of complaints tends to drop, but that does not mean there are no problems. It's just that people get tired of filing complaints because you have to fill out forms, submit the complaint, and so on. Often, people don't want to complain because they don't want to annoy anyone, even though they know their complaint with be kept confidential. There are limits to complaint-driven systems. Even though you said in your presentation that the number of complaints has dropped, that does not mean there are fewer problems.
On November 23rd, 2006. See this statement in context.