Is it possible to send the committee information on the satisfaction studies that have been done on how complaints are handled? I think that would shed some light on the state of the situation and the satisfaction of complainants who use the agency.
What we have heard previously from consumer associations is that people are somewhat discouraged by how long it takes to process complaints, even that some people, faced with the administrative mountain, simply decide to give up. If you have any data on what's really going on, it would be interesting for our study.
It was also pointed out to us that many airlines may be banking on the fact that only a small number of aggrieved individuals would file complaints. For example, if all the passengers on a given flight received false information, but only two of them complain, and the resolution of those complaints is ultimately in the consumers' favour, do you have a way to inform all passengers on that flight of the outcome of those complaints?