Yes, I do hear those complaints. People have access to me and can give me their complaints as much as anybody.
On that particular issue, it's always disturbing to me to find out that something might have gone wrong within the agency in dealing with the taxpayer. We do try to correct those as quickly as we can. In the cases that have come to my attention, it may not be a case of a lost document, but it goes back to an issue I raised earlier, which is working in silos. In the area of lost documents, I might send a document into the CRA, somebody gets it, and then, in having a conversation with another part of the CRA, they don't have access to that document.
That's one of the things we're looking at. As I described, it's part of a more integrated approach, thinking about it from the taxpayers' perspective. Can we make sure that conversation is with one agency as opposed to different parts of the agency?
I will say that some things that have been put in place are over valid concerns about making sure that people have access to only the information they need to have access to, but I do think we might have gone too far in drawing those lines between people. We can free them up a little bit, still protect privacy, confidentiality and integrity, but have an ability for somebody to really have access to all the information that I've sent in, in my example, and fix my problem. That, again, I think goes to looking at it from the taxpayers' perspective rather than ours.
Yes, I do have those questions. We do try to track them down as best we can, figure out what went wrong and fix it, but some of the cases that have been referred to me are that silo issue.