Thank you for that.
Particularly in terms of the timelines, I'm thinking of first response. I imagine there is a triage. We all go through that in our constituency offices, where we deal with the most urgent cases first, so I understand that it might vary according to the severity of the complaint and the immediacy of the support that the person might need.
But generally speaking, what are the guidelines the agency would have, or had during the pilot project, on how to respond? Particularly when it's a website or a message box on a toll-free number, it's much more difficult for somebody to feel their complaint is being dealt with if they haven't actually talked with somebody who is investigating their complaint or doing the follow-up.