Ms Sorcha Heaphy:

I thank the Deputy again for his question. To reassure him, the option is there. Let us say the phone rings and as he says, he is in urgent need to speak to somebody. The option will be there, if it is not picked up in a speedy manner by an Irish speaker, either to be redirected back to another agent in that instance, or alternatively to leave a voice message to get that call back. Both options are available because the key there is the customer service element.