Mr. Sylvain Ricard at the Human Resources, Skills and Social Development and the Status of Persons with Disabilities Committee

On June 6th, 2019. See this statement in context.

June 6th, 2019 / 12:15 p.m.

Interim Auditor General of Canada, Office of the Auditor General

I'll ask Mr. Goulet to clarify whether we have information on that.

You referred to paragraph 1.37 of our report, where we mention that in 2012 IRCC closed regional offices, which increased call volume. In 2015, the department stopped responding to general inquiries. After that, 70% of the clients' comments related to the fact that they could not obtain information.

In response to this situation, in 2017, the department resumed responding to general inquiries. In 2018, it rehired people in call centres. This is the example we gave, but I'm not sure if we have similar information on other call centres.

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