Constituents come to us many times with a specific issue. As I said, they can come at the beginning to receive information about where to go, how the process works, and which complaint resolution mechanism to use. We guide them and refer them to what exists.
Once they have used those mechanisms, if they're not happy in the meantime, or even during the process, we're always.... We close the file, but at any given time they can contact us, and we're always going to provide help.
We guide them through a whole process that may last several years in some cases. At the end, if they're still not happy, they can come back to us. We'll reopen the file. We'll look at it, see where they're at, and try once again to guide them within that very complex conflict resolution in place within the CF.
Throughout the whole issue, from the beginning to the end, we have regular contact with them. We open and close the file. It's just terminology, because we always stay connected with them, based on their requirements.