In addition, we conducted analysis on establishing a Corporate Complaints Group to manage our relationship with the Telecommunications Industry Ombudsman to assist with reducing the number of escalated complaints and eliminating the sources of poor customer experience; implementing an Employee Complaint Referral Process to help customers with serious unresolved complaints that are known to employees; setting up appropriate internal idea gathering forums to harness the extensive insight our own staff have into ways we can serve our customers better; various parts of our operations to better understand the experiences and needs of our customers.