Mr. Barry Lowry:

Yes, the Chair is correct. We decided to build a call centre from next Monday, 19 July. It became clear that because we are moving faster with the certificate issue there would be queries. We built a temporary call centre so that we could provide support for people who had areas of concern. This was broadly aimed at providing reassurance and advice on when certificates would be issued and so on. It was not set up to deal with very specific inquiries because the call centre will not have access to the data to enable the staff to do that.