Mr. David Duffy:

I will make a couple of introductory comments, but Mr. Brendan O'Connor will explain the mechanics of how it is executed. In very simple terms, the reason we addressed some of this, as a pilot to start with, was because of the feedback we got here in which Deputy Arthur Spring asked if a fear factor could be a reason we had such a high level of non-engagement. The process was very simple. We said that if the IMHO is a consumer advocate and people find it more trustworthy than their perception of a bank, and want to engage with it, we will provide resources at whatever level. With those resources the IMHO could go away and successfully negotiate solutions with those customers. That was the genesis of it - to provide another avenue for a consumer or customer to approach a non-bank institution, somebody who is well known to be an advocate. Perhaps Mr. Brendan O'Connor would explain how the mechanics work.