I have had two requests with IEE, one completed and another pending. My major concern is that the organization should try and assign one representative to handle all communications with a particular client. My experiences was about three different people sending emails regarding same issue that I had already explained with another individual within the organization. Secondly, I think the current style of 'hidden' fees isn't helpful. The new request page provides limited options and doesn't fully explain the scope and payments required. A client gets hit with extra charges for little variations like sending emails, for instance. The request page doesn't give the option to choose email delivery for secondary recipients but rather a selection is made from a long list from the drop-down menu. This selection requires the receiving institution to log into myiee portal to retrieve documents, which can be inappropriate: email option for second recipient should be made available and appropriate fees clearly stated.