I'll try.
As for interviews with business owners, I'm not 100% sure that option is available, though I'm sure it is. But when it comes to waiting times on telephones, it has actually improved quite a bit. There is a business window, a direct line that CRA has for businesses, which allows them to actually get somebody on the phone fairly quickly. The problem is that the first phone call may be in Montreal; the second time you call it may be in Regina; and the third time it may be in Halifax, so you're never dealing with the same people. It's very rapid response, but it's not necessarily the same people you're dealing with all the time.