I believe so. We don't have the exact statistics, so I'm not going to hang my hat on that.
These people would investigate first with the carrier, if that has not already been done, to see if those complaints can be addressed. Those are the level-one considerations: working first with the carrier to get resolution.
In terms of resolution, the agency is saying to us that they have a high level of satisfaction through level one, I assume just by working with the carrier in clarifying, resolving, and addressing, with the carrier taking appropriate measures to respond to the complainant. If necessary, they go to a second level, at which the agency, still in an informal process, looks further into the complaint. It looks at how the carrier has responded, looks at the complainant's issue, looks at whether there is some compromise possible, some intermediate ground, and at the validity and so on.
Again, in most cases the issue is resolved. The issue is resolved to the satisfaction of the complainant through discussion, through the informal clarification of the issue, and through the responsiveness of the carrier. Only a very small number of cases are then referred to a formal, quasi-judicial process. Out of the thousand and some complaints received in 2005, only seven went to that quasi-judicial process.
I'm being a little bit vague because I don't want to speak for the agency's day-to-day work.