I really understand what you are saying. At the Canadian Human Rights Commission, we have been working for two and a half or three years on simplifying many of our complaints processes. We have explained them in layman's terms and have made an online form available. We also have staff who are in regular contact with the victims of discrimination.
In my view, and in that of the commission, the objective is clearly to put the individual at the centre of each of the measures and decisions of the Canadian Human Rights Commission. We live in an era when human rights are more topical than ever. The growing number of complaints is placing significant pressure on the commission, but we are working more effectively and are developing tools to help people.
Having worked as a lawyer for 27 years before I became the chief commissioner, and having dealt with numerous harassment files, I can tell you that processing times are not always the most important thing to focus on. It is a mistake to make them a priority. The real focus should be on providing assistance. A person who makes a complaint is vulnerable and in crisis; they need to feel helped and reassured. The person needs to feel supported, and that someone is always there to provide that support. We have to respect that. Sometimes it is the victim who is not prepared to move as quickly as would be desirable.