However, there is an important consideration regarding complaints, which is that nearly 30% of them are resolved through the facilitated resolution approach. For example, if someone notices that a website is not available in both official languages, they call us, and we resolve the issue. It is as simple as that. The complainant will then receive a letter informing them that the situation has been resolved.
In a formal investigation, we have to follow steps. When it comes to the informal aspect, however, we have a lot more flexibility.