Ms Elaine Cassidy:

Yes, that is a fair point. It is more efficient in some ways. There is a certain cohort that it would probably be more efficient to mediate with face to face. The ombudsman mentioned the case that spent five years at the document exchange phase which was sorted out in one day of mediation. We are still finding our way on this. There are some cases that would be better off with face-to-face mediation, but we followed the demand for phone in the first instance. We will learn as we go and perhaps change the model a bit.