Mr. Shane O'Sullivan:

It is a combination of all those categories. These are people who will not answer the phone or the door or engage in any way. These are also people who commit to come to our branch to complete a standard financial statement, having agreed an appointment date and time, but who do not turn up. These are people who come to the branch to do all that and make a commitment to provide supporting documentation but who do not do so subsequently. There are also people beyond that point who make a commitment to contribute to their debt but the level is low or not maintained. That is the journey of the customer who does not co-operate. People sometimes think such a customer refuses to even discuss the matter but it is a little more than that.