I continue to identify the problems you mentioned. My interpretation is that certain reflexes are lacking within institutions, particularly with respect to bilingual greetings and the active offer of service. I have concluded that the complaint process, which is reactive, is rather limited in what it can do to change the behaviour of institutions.
I have seen reports or complaint letters sent to institutions. Often they are about the same incident that happened over and over again, and the institution in question apologizes or explains why the service was not provided. This is the very reason we decided to play a more active role with the institutions. We want to change the way in which they behave, and rather than waiting to get a complaint before we act, we have chosen to go beyond the complaint process. Often, complaints are not the only indication of problems. People become disillusioned and stop making complaints, because they think there is no point in doing so.