Mr. Seán Moynihan:

Yes, because otherwise there will be no complaints. As an organisation, we spend a lot of time looking for complaints. Because we provide people with services, they tend not to complain and, instead, just feel grateful, but we do not want that. We do not want any older person to end up, in our case, feeling as though they rely on a charity. In our view, we run a service for older people. We may have to be formatted as a charity, but that is not necessarily the way we want people to view us. There are some key principles we need to adhere to in setting up a complaints process, whereby we realise who the complainants are and what the dynamic is between the complainant and the service provider, and produce safeguards in such a way that people will feel as though they have the right to complain and will not lose out for doing so. That will be the most important part of it.