Yes, I was the commissioner in 2017 when I received that report. It was one of the first ones.
The issue there—and one could quibble with the Auditor General's methodology—is that about 70% of people were getting the right answer, and 30% weren't.
What have we done since then? We have a new system that allows us to record calls, so we get to hear what's going on and then take course-corrective actions if we need to speak to a particular agent about something. The end result, along with a few other changes, is that right now our accuracy rate is over 95%, and that's been steady.