For my own agency, we've had the same budget with the same number of employees for the last six years, and our complaints have increased by 25% every year. If you're not able to respond to the demand, I guess that's one way to look at it.
Normally, my office receives 2,400 complaints a year. In the last three years, we've had about 2,400 complaints each year. Last year, I received 6,000 complaints, mainly about delays and extensions, and a lot of them were related to one institution, which is IRCC. You may not be aware of this, but IRCC—Immigration, Refugees and Citizenship Canada—is receiving approximately 100,000 requests a year. These are requests from people asking for the status of their immigration or refugee files.
We've started a systemic investigation with respect to that particular institution because we've realized there is definitely a problem that is more than just a one on one. It's definitely a systemic problem, but to start a systemic investigation also requires a lot of resources. It's a long-term thing. My operational budget has not followed through with the demand, the requests and the complaints that we're receiving. We have been receiving temporary funding for the last three years. This year, I've asked for that funding to at least be permanent so that I can hire people, train them and retain them for the long term.