It would be really difficult in the general flow of things to know that it's a person with a disability or a senior on a call, so they're not required to meet a benchmark there. I think the benchmarking is fundamentally what needs to be looked at, and the Canada Revenue Agency should provide their staff with the encouragement and the culture to fully address the issues that Canadians are bringing forward to them, in whatever time it takes to do so. It shouldn't be timed, and it shouldn't be that the culture is about saying no and not resolving issues or being punitive. This very much needs to be about supporting Canadians in their interactions with the Canada Revenue Agency, whether they're a person with a disability, a senior or somebody like me.
