Robert Dowds (Dublin Mid West, Labour) | Oireachtas source

I am aware that after the contract was agreed to, changes were made to it. Let me elaborate. It strikes me that the company was able to change the contract on a number of occasions to suit itself. There is a question about whether it was the most expensive contract; about the delay in signing the contract; about how the nature of the contract was changed, in that the timeframe for dealing with calls was varied, as well as a provision that when the number of calls exceeded a certain number, the service level agreement would not apply. That seems to work in favour of the company, not in favour of those trying to use the service. We are all aware that this was a major problem at the time. Will Ms Stewart explain why that was allowed to happen?