Maybe I haven't properly explained the way the current process works.
There are two levels of complaints. Level one complaints received by the agency are not reviewed. They are handled in much the same way that a post office would handle them. They are read and forwarded to the air carriers who look at them and try to resolve the problem. That's the first stage in the process.
The agency is subsequently advised of the outcome of this process which, in most cases, is positive. Only 30% of complaints go on to become level two complaints. At this stage in the process, the agency conducts a more thorough review and attempts to grasp and resolve the problem. If the agency was required to subject all level one complaints -- and we're talking here about nearly 600 complaints -- to this degree of scrutiny, the task would be onerous indeed.
Regardless, I want you to know that we do take note of every new complaint.