Mr. Ger Deering:

Yes. The only way that can be determined is to investigate each complaint and adjudicate on it. It is not known until the end of the process whether a complaint will be upheld. We are careful to ensure that all complaints go through the system. I have heard the tracker issue described as a simple one but that is not the case. I know this having examined over 500 complaints that came through the office in respect of which the terms and conditions were different. The committee may recall that in one case a High Court judge commented on the complexity of the terms of conditions of a contract.