Ms Mary Higgins:

I have it with me but I do not have it in front of me. The context is that I that I was being asked about our making people feel like they were begging. I think I prefaced it my reply by saying that I can completely understand how somebody who has to come and ask for something might feel as if they are begging but, as I described in my opening statement, we have very consciously and deliberately set out to design a service that does not do that to people. To the best of our ability we do not do that.