Thank you, Mr. Chair.
Welcome back, Mr. Sapers and Dr. Zinger. It's nice to see you again. You've shed a lot of light on this process, I believe, because it does seem very complex and it's hard to get, I find anyway, a real grip on it.
As I understand it, the advantage you have really is that, first of all, and correct me if I'm wrong.... When I say the advantage, I mean the advantage you have in terms of dealing properly with complaints is that it is what you do full time, whereas I imagine in a correctional facility setting, the person dealing with the complaint, that's not his core or her core business, if you will. It's actually probably an annoyance to them in some way and they'd rather just get it out of the way, deny the complaint, let it be appealed to go to a higher level, and just get on with the work of managing the facility. So there's that, I think. Would you agree that this is one of the distinctions?