I'm surprised that it's that high from a member's office. The reason I say this is that I'm experiencing a tremendous rejection rate from the public, and of course—the old story—it's much easier and more cost-effective to do it right the first time than to go ahead and send things back and forth and get into this, “You need this done and that done.” I really think there has to be much stronger emphasis on doing it right the first time, whether it's a simplification of the form process, better instructions on how to complete the form, or criteria that has to be met explicitly.
What is a good photo? I'm a member of Parliament and I couldn't tell you what a good photo is. They come into our office and it looks good to me, but then it's rejected. Then they'll come in with another photo and I'll say, “Well, I don't know,” but it's accepted. If we don't know, how does the public know? Where is the standard of acceptability so that we can eliminate a lot of these rejections?
I really think some of our major expenses and cost in this have to do with the rejection rate. Quite frankly, once we're hitting over 1%, 2%, 3%, or 4%, I find it totally unacceptable. I think that should be a major effort on behalf of Passport Canada, to give us some direction and give the Canadian population better direction so we can make improvements in that area.