I’d also like to thank Simon Thomas, as Chair of the committee, for the work that he’s done in bringing this Bill forward. Indeed, a number of the points that I was going to raise have already been raised by other Members. But I think it is a very important point to make—Mike Hedges has mentioned this in particular—the point about costs relating to accepting complaints orally. Because, of course, if there’s going to be an increase in the number of complaints because you can make them orally, that might mean that there are costs at the outset of the process, but, in the long term, we can ensure, through this process, that public services work better and more efficiently, and so there will be savings. Invest to save, possibly—that model.

I see the Cabinet Secretary is smiling, and I know that he’s very keen to keep costs under control, for obvious reasons, but I think this is an issue of social justice. Many of the people who are involved regularly with public services, and who then need a system in order to make complaints and get justice, are people who need all possible support in order to ensure that they receive equitable treatment that perhaps many of us would feel more comfortable and confident doing in written form.

I’d like to ask the Chair of the committee how he foresees it will be possible to inform our citizens that this new process is available to them. What kind of process will need to be put in place so that citizens know that they can make oral complaints? Also, the Chair mentioned in his statement many times, for good reasons, futureproofing—I’m not sure what that is in Welsh, but ensuring that things are futureproofed for the future in terms of technology and so forth. Of course, technology can be a good thing; it can make it easier for people to contact people in public office, in particular, but, of course, that’s going to cause a lot of work if you can receive complaints through Twitter, for example. I can imagine that that could have unexpected or unwanted consequences. So, I’d like to ask, as I said, in the first place: how are we going to ensure that citizens, on the one hand, know that they have the right to make these complaints orally and have the support to do that, but, on the other hand, how are we going to keep that balance, remembering that Mr Drakeford is going to look at the costs—how are we going to ensure that costs are under control, and that we don’t use technological opportunities, because that might create a situation that we don’t want to see?