First off, six of the worst categories are under customs now—and we have another presentation to make, because there is now a customs agency that we have to work with. So you can see that under category 5, there are six.... It used to be the Canada Customs and Revenue Agency, but now it's the Canada Revenue Agency. So when we did it, we thought customs would still be there, and they weren't, so there are six that are gone.
Second, even if they've improved, they're still not very good. For example, let's say accessibility of staff has improved; if you go to page 5, the accessibility of staff to tax practitioners has improved, but 43% still say it's poor, whereas only 12% say it's good.
So the answer is that the overall level of service—on page 3, figure 2—has improved. The survey also asked about the revenue agency's level of service during the past two to five years, and you can see that 2004 survey shows that the service level has improved over 2001. So there is some improvement happening, generally. Even in figure 1, if you look again at the change in level of service, there is slight improvement from 2001. It doesn't mean, though, there aren't some major things that need to be fixed by category, such as readability and accessibility of information, the promise of replies, and penalties.... So it's a mixed grade. I would give it a C minus, if I were to give it a ranking. But I would think that in certain categories there are F's, and in other categories there are some B's.