Ms Jacinta Stewart:

We made forecasts based on what we expected to happen. We had no database for doing that. Once we identified an issue we moved quickly to deal with it. There was a period of six to eight weeks in October and November of 2012 when that was very difficult. As the graph indicates, the waiting time decreased in December and January. The number of calls received was way outside what we expected them to be. As people got concerned, they spoke to people in the call centre for much longer than we had forecast. People were very concerned and we were very conscious of that. We were working with Abtran to improve the service and ensure we got the best service we could.