Mr. Robert Mourik:

The Deputy mentioned the level of complaints. Our complaint line is a general complaint line and, as he said, we get thousands of complaints on a monthly and yearly basis. A lot of the complaints are requests for information. The thousands of complaints Mr. Blaney mentioned in his opening statement are those that required follow-up and we were able to make a difference. That is the main difference.

Customers can always ring us, but the procedure we have involves mandating all operators to have a so-called code of conduct for complaints handling. The consumer first goes to the operator to make a complaint. If the matter is not resolved within ten days, we can step in.