If the complainant has not, himself or herself, already gone to the carrier, what the agency will do is ship off the complaint to the carrier for resolution and will notify the complainant that this is the first step, that this is what has been done. They then work with the carrier in terms of making sure that a reasonable period of time is allowed to attempt to resolve the issue. In many cases, it is resolved at that level. Seventy percent of level one considerations end at level one; they don't continue to level two. But 30% continue on to level two. They're either not resolved or they're not resolved adequately to the satisfaction of the complainant, in which case they then proceed to a more detailed assessment by the agency.
On November 28th, 2006. See this statement in context.