To respond to that, I'll just back up a little bit, because I think it's important to understand how this transpires. We would like more people to get through. I don't deny that.
However, we have a technology that doesn't allow us to do a number of things, including giving people predicted wait times. We have adopted a service standard that says that if you get through our lines, we will connect you with an agent within two minutes, 80% of the time. When we have excess demand in the system, in order to meet that commitment, we then have to give some people busy signals. That is a trade-off we make when we're designing the system. Other countries may take a different approach and say that you'll just sit on the line as long as it takes, and if it takes half an hour, so be it.
A decision was made in the early 2000s that we would adopt this service standard. In order to fulfill that, we need to control how many people get in, and that results in busy signals. It's not that it's an acceptable practice to deny those people. That is just the way we run the system. And we do look forward to the new technology coming in that will allow us some more flexibility to operate a call centre more as our colleagues do.