Mr. Jeremy Masding:

I will talk about the philosophy and the process and then I will ask Mr. O'Sullivan to give the detail. The philosophy is that this is a waterfall. The customer gives us some standard financial statement, SFS, information and we have a team that goes through each of the treatments down the waterfall. We examine affordability and sustainability and come up with a treatment. There is also a group of people who second-eyeball that before it goes out to the customer. The customer has a right of appeal and we have an appeals committee. The customer has the ultimate right to go to the financial ombudsman. I am confident that the way of working we have built is absolutely acceptable for any banking system. There are times-----