Dr. Tony Holohan:

Anecdotally, we have been made aware of examples but they are indicative of the culture that exists in some parts of the system whereby people who genuinely begin a process of simply seeking information are treated as though they are complaining. They may write a letter seeking information and get a letter back stating, "Further to your complaint...". They do not see themselves as making a complaint but sometimes the way in which their request for information is handled, it turns something that never began as a complaint into a significant and intractable complaint.