Ms Carolan Lennon:

Starting with the first one about what we are doing on the contact centre wait times, we must factor in three things: how many calls we get, how many people we have answering the calls and how many calls they can handle in a day. Those are pretty much the dynamics with the wait times. As I said, we lost up to 80 staff during the pandemic. They just found it too difficult working from home. I am not blaming them at all. I understand completely they signed up to a job in a contact centre surrounded by colleagues and team leaders and suddenly they found themselves-----