Dr. Shawna Coxon:

We are at the year mark with respect to the implementation of the system. The benefit of the system is it records every call. If the Deputy tells me where and when this happened, I can track it and see what happened. He should have received follow-up and that applies to all the instances he described.

We are in the process of doing a policy review, by which I mean not just policy but policy and processes, to see whether there may be an issue. I welcome this feedback. This is a large-scale change for the organisation. The problem we had before, as the Commissioner mentioned, is that we had instances of people saying they were not getting a response but we could not track it or make a determination. We had key calls we could not follow up on because there was no record of them. The system is designed to do the opposite of that. The Deputy is giving me this feedback today and, as I said, that should not be happening. We can look into it and see what happened. If he does not mind, I would like to speak with the Deputy after the meeting to get the specifics and detail. I will endeavour to look into it, not only to see if this was a specific issue but if it is endemic or something broader. We are doing the review right now and we need to identify where there are issues.