Mr. Ger Deering:

They have changed their culture. We had to work with them to get them to change that culture. We reminded them that the people affected are customers of the banks. In the past there was a handing over of complaints and an attitude that the ombudsman would deal with it. We had to remind them that the people complaining were the customers of the banks who had complaints and problems with the banks. We told the financial institutions not to get hung up on jurisdictions, because sometimes a financial service provider will say there is no jurisdiction because a complaint is two days beyond the six year rule. This is about trying to resolve the complaint. Whether it is in or out of jurisdiction, the institution has a problem if the customer has a complaint. We have to look at jurisdiction very carefully when we move on to adjudication because the law would require it.

Senator Horkan asked if people are happy with the communication from the office. That was one of the very interesting things to come out of our survey. Perhaps Ms Cassidy can provide the figures.