I'll respond quickly to both questions.
I apologize unreservedly that we have not yet closed the loop with you on your question on Canada summer jobs. We will do so promptly.
In regard to your second concern, it is a very important issue. All of our staff who interact directly with the public, whether it's in person or by telephone, receive training and refresher training on dealing professionally, appropriately, and certainly in the circumstances that you would note, compassionately with people.
If there are specific issues, any time there's a concern in person, the citizen can ask to speak to a manager. If there's a concern raised in terms of dealing on the phone, our staff will gladly provide not their first and last name, but their contact number, and we will always follow up on those concerns.
I apologize if there were any instances of inappropriate or unhelpful service.