Mr. William Prasifka:

I will try to speak responsibly. I will put it in my context and then we can take it from there. We have found that in particular areas some providers are better than others. In regard to the mortgage arrears process, given the number of people in mortgage arrears we had identified this as a big area even before we started receiving complaints. As the financial institutions were coming to talk to us about what they could do to improve their records, we knew mortgage arrears was going to be a big area. We noticed when we first began to receive these complaints - they only started coming into us last year - that some providers were doing better than others. The code of conduct on mortgage arrears requires that institutions go through a certain protocol and memorialise every step of what they are doing. Some institutions were doing this better than others.