Ms Carolan Lennon:

There are three questions there so I will start with the first one, about my reaction to what Mr. Mourik said last night. First of all I was surprised, because my director of customer service and I have met Mr. Mourik and one of his team every fortnight since, I think, June to update them on exactly what has been happening, what the issues are and what we have been doing to address them. In those meetings, he has absolutely specified how important it is that we fix them but certainly I have never heard language like that in all those months of that conversation, so that was a surprise.