We have made a recommendation with respect to TBS that it clearly specify to call centres and their responsible departments the direction to take to ensure that the standards they have put in place are in accordance with TBS recommendations, which are relevant to Canadians, transparent and consistent.
This recommendation has a second component, which relates to the publication of results related to compliance with these standards. Service standards must be published, but also whether they have been met, so that Canadians have a better idea of what is happening when they decide to use one of these call centres.