As you know, we have implemented a new way of dealing with complaints called the facilitated resolution process. If the complainant agrees to use this process and the institution agrees to try and find a solution to the problem, we adopt this process. Normally, we try to speak directly to the people involved in the problem.
In addition, instead of going solely through the official languages coordinators within the institutions, we try to deal with the managers responsible for the units where the problems are occurring. In cases where we decide on an official investigation, a notice of intent is sent directly to the deputy minister by the commissioner. The process is somewhat more official.
As regards the reduction in the number of complaints, it is perhaps important to point out that, in many institutions, the official languages champions are increasingly engaged and active. Resolutions are adopted informally within those institutions. That may partially explain the reduction in complaints. It is positive, though we cannot confirm it. We have requested that the champions sit on executive committees. So they participate directly in decision-making at a high level, which surely yields results.