Ms Mary Higgins:

We are about to tender for somebody to do an evaluation of the impact of our service on the quality of life and well-being of survivors. That will be one thing that we will do but we are constantly gauging the temperature of satisfaction through our interaction with survivors and we have an internal complaints mechanism. Our statistics show that since we started that in 2015, we have had 154 complaints. Our mechanism has three stages - one is where it gets sorted out where the complaint arose; two is where a manager is involved; and three is where it goes to internal investigation. We have had five internal investigations. Relative to the number of transactions and activities that occur within the organisation, there are few complaints. That is not to say there might be people who are dissatisfied but if they do not come to us, we will not get to hear about it and we are then unable to do anything about it.