Ms Mary Higgins:

I had not completed. It is an interesting thing that has happened to Caranua. As I said at the beginning, we really understand the difficulties that people experience in reading and getting letters. We know that people are very discommoded, and they will say that to us. They are distressed when they get letters if they do not understand them or they are not able to read them. Our practice at the beginning was to talk to people, to telephone them and to advise them on what we were doing. We did not necessarily then send letters. However, it happened that we then got into trouble for not sending letters because we were accused of not advising the applicants of the decision that we had made. Hence, we had to start sending letters.