There was a lot of shall we say emphasis from senior mgmt to reduce the number of complaints from industry. I think a casa wary issue mid year spelt it out again after one complaint. The number of complaints was in the annual report 2008-9 so clearly an important kpi.
I suspect some people were balancing the safety risk against the political risk of a complaint that could end their career!
Last edited by halfmanhalfbiscuit; 23rd Jun 2012 at 06:41.