First of all, thank you very much for the question.
We do have a number of other internal processes as well as our recourse branch. In terms of the recourse branch, last year we had 94 million travellers who came to Canada, of whom 2,100 people filed some form of complaint. That represents 0.0023% of all travellers, so we are very proud, as my colleague said, in terms of the number of complaints. We have received a number of compliments as well.
Of those, only 23% were founded. Sixty-seven per cent were actually unfounded, and 10% were undetermined, where you'd sit there and were not quite sure, as it was a he-said-she-said situation and there wasn't enough evidence to go either way.