We take any kind of feedback or appeals very seriously. We have a very low rate of appeals, less than one-half of one per cent. We've averaged about 33 a year for the last five years.
On the case you're referring to, in terms of the annual form we send out, we took that feedback. We were quite concerned that there was a perception that it was very difficult for people to fill out the form. We spoke directly with the gentleman who made the complaint to get his direct feedback and to engage him in discussing what he didn't like about the form. We quickly modified the form to make it more customer friendly.
He also talked about how some people struggle. They're frightened of forms, so the fewer forms and the simpler, the better. At that point we also offered the option to people to do it by phone call. We have found that to be a very popular option. People have higher trust when talking to somebody who can answer their questions. Likewise, if somebody's confused about the extension of their program or if a person is unable to return to the workplace after two years, we continue benefits to age 65. We would reach out...I'm not close to that particular example, but certainly our counsellors would reach out and try to explain it to them. Sometimes people struggle with that information, and we have to explain even very simple facts to people more than once. We would continue to respond as the questions came, to try to give them a clear understanding of what was going to happen.