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Some delusion can set in because people are too close to the service. They may worry a great deal about something that is not that important in the great scheme of things.
Those include specification of the circumstances in which a portion of the annual general levy may be waived and of the circumstances in which the complaints levy may be waived.
That is important work, as much for what it may tell us about weaknesses as for what it may tell us about the positive mechanisms that we have in place at the moment.