Mr. Shaun Flanagan:

We also do look-backs and reviews. People may have bad experiences. We are very careful to look back and review complaints or things we could have done better or need to include in our processes, as well as things we could have avoided in terms of challenges for individuals. We do that on an ongoing basis. Ms Hoey, as my predecessor, commenced a process through which we got International Organization for Standardization, ISO, accreditation. Part of that accreditation involves always looking for opportunities for improvement and trying to improve the process all the time and make it more sensitive. Ultimately, however, I would never say it is not an obtrusive or intrusive process. By its nature, means-testing is not nice for those who are going through it, although we try to be compassionate. Some of that reflects our learnings from engaging with the political system and receiving plenty of feedback from Deputies, Senators and councillors through the years regarding how we could improve or where we could have done better.