(1) Whether there are any criteria to mark complaints to the presidential hotline as “resolved”; if not, why not; if so, what are these criteria; (2) whether his ministry has implemented or plans to implement systems and structures to (a) ensure that complaints are resolved efficiently and effectively and (b) measure the success of the hotline effectively; if not, why not; if so, what are these systems and structures; (3) what processes are used to recruit operators for the Presidential Hotline; (4) whether there are any skills required for the operators; if not, why not; if so, (5) whether any training has been provided to the hotline staff; if not, why not; if so, what training?