English: I would encourage you not to be misled by the Scottish example. That's a specific fund related to welfare that isn't dealt with in Wales, and is misleading, if truth be told, because the Public Services Ombudsman for Wales doesn't do anything of that kind. You would expect a specific service established around welfare - . There has been greater devolution of welfare in Scotland; I don't need to explain that to Bethan Jenkins - . You would you expect such a service to rely far more on oral communications than you would a national service across a range of services. So, that's very specifically related to welfare. So, I don't think that that evidence is relevant here. I need to emphasise that. I'm not saying that you shouldn't look at such examples, but I am of the view that that specific evidence isn't relevant in this case. Of course, one could anticipate that a move towards a system that is more open to dealing with oral complaints would lead to an increase in oral complaints, but, in the same way, across the whole range of activity, it would lead to a reduction in the written complaints received. I can only turn to you as Assembly Members and ask you how many letters you receive that are handwritten and how many you receive by e-mail. I'm old enough to remember the time when you'd get a whole host of letters and very few e-mails - that's going back 20 years. But that's been overturned now. But the totality of the work hasn't changed to any great degree. That's what I am emphasising here. Perhaps the method of contacting the ombudsman will change, and there will be some additional costs - let's be clear about this, there is a little more cost attached to an oral complaint because you have to deal with people who are in an emotional state.
Welsh: Fe fyddwn i'n eich annog chi i beidio â chael eich camarwain gan yr enghraifft yn yr Alban. Mae honno'n gronfa benodol yn ymwneud â lles sydd ddim yn cael ei gwneud yng Nghymru, ac felly'n gamarweiniol mewn gwirionedd achos nid yw Ombwdsman Gwasanaethau Cyhoeddus Cymru yn gwneud dim byd tebyg i hynny. Byddech chi'n disgwyl i wasanaethau penodol sydd wedi'u sefydlu o gwmpas lles - . Mae datganoli lles - mae mwy ohono wedi digwydd yn yr Alban; nid oes yn rhaid i mi ddweud wrth Bethan Jenkins am hynny - . Byddech chi'n disgwyl i wasanaethau o'r fath ddibynnu llawer mwy ar gysylltiadau ar lafar na fyddai gwasanaeth cenedlaethol ar draws rychwant o wasanaethau. Felly, rhywbeth penodol iawn ym maes lles yw hynny. Felly, nid ydw i'n meddwl fod y dystiolaeth yna yn berthnasol i hyn. Mae'n rhaid i mi bwysleisio hynny. Nid ydw i'n dweud na ddylech chi edrych ar bethau felly, ond rydw i o'r farn nad yw'r dystiolaeth benodol yna yn berthnasol i'r swydd yma. Wrth gwrs, mae'n bosibl rhagweld y byddai symud tuag at system fydd yn fwy agored i ddelio â chwynion ar lafar yn arwain at gynnydd mewn cwynion ar lafar, ond, yn yr un ffordd, mae'n golygu, dros y maes i gyd, gostyngiad wedyn yn y cwynion sy'n cael eu derbyn yn ysgrifenedig. Rwyf ond yn gallu troi atoch chi fel Aelodau Cynulliad a gofyn i chi faint o lythyrau rydych chi'n eu cael mewn llawysgrifen a faint rydych chi'n cael fel e-byst. Rydw i'n ddigon hen i gofio pan oedd hynny wyneb i wared, pan oeddech chi'n cael llwyth o lythyrau ac ychydig o e-byst - i fynd nôl 20 mlynedd. Erbyn hyn, mae hi wedi'i gwyrdroi. Ond nid yw cyfanswm y gwaith wedi newid yn sylweddol iawn. Dyna beth rwy'n trio pwysleisio fan hyn. Efallai fod y dull o gysylltu â'r ombwdsman yn mynd i newid, ac mae yna ychydig yn fwy o gostau - jest i fod yn glir, mae yna ychydig yn fwy o gostau yn ymwneud â chwynion ar lafar achos mae'n rhaid ichi ddelio â phobl sydd efallai mewn stad emosiynol ac ati ac mae'n rhaid i chi ddelio â nhw.