Thank you very much, Mr. Chair.
Thank you, Mr. Ricard and your staff, for being here today to answer some of our questions.
As much as we think we're very important as members of Parliament, I think the number one thing our constituents and Canadians want is service from their government. This report on these call centres is extremely disconcerting. I would say it's completely unacceptable for the Government of Canada to have this kind of service for our constituents and for Canadians, who are the people they should be answering to. I really do appreciate the work you've done on this to highlight the shortcomings within our call centres, and to give us some opportunities, hopefully, to address some ways that we can try to remedy those.
The one thing that jumped out at me from your report was that ESDC was the department that wasn't complying with some of the guidelines when it came to your audit. It was refusing some of the recommendations that you're putting forward, saying that it doesn't track dropped calls or have standards or anything like that. Was there any reason that it decided it wasn't going to comply? Is that something it can do?