In fairness to the critical nature of the question, I think a lot of the testimony we heard came from the first five years of the organization, when people were really upset and wanted to get back and tell their story. It's good to hear that response you just gave.
On the notion that “I am responsible to ensure that they are properly cared for,” any one of us who has had to deal with the public knows that there will be people whom you will ultimately not satisfy. They will always say, “No, what you're saying is not true.”
How often are you confronted with the sort of situation in which you say, “These are the benefits that we feel you're awarded,” which then triggers a report to the ombudsman?