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.
