Mr. Karl Milne:

We are considerate of the fact that some of the clients who arrive at our service have concerns about it which they may have picked up from commentary online. They may have concerns about signing the personal progression plan. We do not compel clients to do that. We engage with them on the service, complete the plan and then submit it to the Department for consideration. In our experience, once clients understand the value of the service to them, they engage with the service and appreciate the work done by our team. Their experience with their advisers is shown in the independent research to be valued highly by them.