I believe we have succeeded in absorbing the costs. Thanks to the professionalism of our managers, we have indeed succeeded in making our complaints processing system more efficient. For example, in one year, we have reduced the processing time for complaints in our facilitated process from 7.6 months to 3.7 months. That cuts the time by about half. For investigations requiring a formal process, the processing time has gone from 11.4 months to 5.9 months. So we can say that those technological changes have made us more efficient.
On March 19th, 2013. See this statement in context.