Dr. Don Thornhill:

The Act sets up a structure which allows for efficient operation. The authority first has to make a decision as to whether a particular complaint is admissible. If it determines it is admissible, it then goes into an informal dispute resolution or mediation-type process. If it is not resolved, it goes into a more arbitration type of process. We will have a complaints committee which will operate in a series of divisions. This structure in itself will allow for the efficient handling of cases. If, however, either a lawyer or complainant is dissatisfied with our original decision on admissibility, it goes to a review committee and that committee's decision must be taken on board by both sides. The structures in the Act were not our design. We have encountered issues as we are working through the implementation of the Act, but this seems to be a thoughtful and well-designed structure.