Mr. William Prasifka:

The way we released figures in the past gave an incomplete description of the work we had been doing. For example, in the last quarter of 2013, 78% of complaints were not upheld. This refers only to complaints that have gone all the way through to final adjudication. Approximately, between 50% and 60% would have been dropped between the time a complaint was made and final adjudication. Of the total number of complaints, the number of cases settled after a complaint had been made has averaged approximately 25% in recent years. That gives a full picture of the work of the Ombudsman.