When I see something like that and it becomes clear that the problem is more widespread, I have the authority to launch an investigation. In the case mentioned, I launched a system-wide investigation of Immigration, Refugees and Citizenship Canada. The department receives a huge number of requests and works very hard to respond to them. By the time we receive the complaint, there has often already been a response to the request. We would like to know why it is receiving so many requests and what they are about. We would like to know what the challenges are, and how we could help them and ourselves, because the commissioner's office cannot handle 5,000 more requests per year.
On March 11th, 2020. See this statement in context.