Ms Elizabeth Canavan:

We acknowledge that. We are working very hard to ensure that people get the information in the easiest possible way. There are also people calling at the moment about matters with which the call centre cannot deal. For example, some people call looking for test certificates, a matter which the call centre does not handle, or inquiring about recovery certificates, even though they are not eligible for them. We have a raft of different calls and we are analysing all of that to reconfigure the call centre, manage our scripts and look to see what else we can automate in order to manage that better.