You're right.
One thing we are trying to do more and more is systemic investigations and audits of places where we know there's an issue with either resources or training and make recommendations to the institutions to address those. I'm trying to do more of those and I do have the authority.
The other thing we have to remember is that it's not that people are complaining about an agency, that they are doing something inappropriate or they are not applying the act properly. That's something I'm trying to do better in reporting in the next couple of years. Some requesters expect more information and they will complain no matter what the response from the institution is. You might end up with an institution that's doing really well, and it might have more complaints, but we ultimately make findings that the complaints were not well founded.
I don't think my office has been doing really well at providing that information through our annual reports or special reports, and it's something we're going to be working on. We need to really go and examine what the issues are, what causes the delays and whether the exemptions or exclusions are appropriately applied.
The other thing is that the statistics we have from Treasury Board just provide statistics on timelines but don't give you the full picture of how big the request was or how many pages. What we are noticing right now is that some institutions are doing really well in terms of the timelines, but we're getting a lot of complaints on the exclusions and exemptions side. They're responding to the request really quickly, but they will block everything. Then we have to investigate. They might look very good on paper because they respond to requesters quickly, but they might not be that good in meeting their obligations.