I don't know the number offhand. Some of these happen routinely. They're on a call and they switch the call over to an agent in a call centre. So I don't have a precise number. I know the 375 that were more formally transferred. In order to improve the service, we're moving to a system of having designated people. Rather than just hand it off to one of several people in a call centre and office, we're designating people to do that. So we'll have a better handle on what some of the calls are. With regard to the others, the 375 I referred to, which came over as complaints, hot transfers are taking place. They're very informal. They just refer the call to a call centre.
On June 1st, 2009. See this statement in context.