When we receive a complaint, we contact the institution to see what happened and to talk about the complainant's allegation. Once the discussion has started, we sometimes realize that certain complaints are recurring. Some complaints can obviously be resolved through our investigation process, but sometimes we see there are recurring complaints that show there is a systemic problem within the institution. That's when we try to use tools other than the investigation.
For example, earlier someone mentioned problems with services at airports. We've taken note of observations at some of the major airports in the country, Ottawa, Montreal, Toronto, Vancouver and Halifax. The results of those observations enable us to assess the travelling public's experience, whether it be with the Canada Border Services Agency, the airport authority, concession holders, Air Canada or the Canadian Air Transport Security Administration.
In fact, I want to say that the investigation process enables us to resolve specific cases, but also to reveal the existence of systemic problems that we can try to evaluate, through our report cards, for example, which detail the observations, as in the case I just cited.