There's no doubt about that. Dealing with complaints takes staff. We have introduced a number of efficiency measures. We've redirected resources to deal with this large number of complaints. We've also introduced a number of efficiency measures that have helped to improve our productivity, so that's good news. The use of facilitation, which I referenced earlier—this ombudsman-like approach in which complaints are resolved through a couple of phone calls, in many cases, a day or two days of a staff member's work—certainly helps to manage the demand. There is no doubt that this many complaints, this dramatic an increase, creates resource pressures on the organization.
On September 11th, 2017. See this statement in context.