The Board of Directors and Staff continued to refine some of our complaints process to help deal with the rising costs. Increased staff allocation of time and resources to investigate, collate, communicate and manage complaints led to a faster, less expensive complaints process. Efforts continued with the development of rule 2 and rule 3, creating a complaints process that has pre-set penalties for certain specific complaints. This helped lower, in most cases, legal fees and committee costs. We continue to investigate the possibility of other rules to help in this regard. Development of the Alternate Complaint Resolution Process is ongoing, which will serve to continue protecting the public, while also treating complaints in the most appropriate and effective manner, and save costs.