Mr. Sam Waide:

I will answer that question at a top level first before getting into the detail. As CEO of the organisation, when I am made aware of any appalling behaviour by staff to customers, I do not tolerate it. We are a public service provider and our service provision should be respectful of everyone. There are specific cases we have acted upon, following our staffing and HR policies, which have involved reprimands for individual staff members who breach those policies.

Regarding the overall customer service, we record and then act upon complaints. We also provide proactive training to staff in that regard. I hand over to Mr. Walsh to expand on some of the activities-----