I would add that we do have a protocol that has been developed for dealing with these cases. The guidelines for dealing with people who may not have status in Canada are published on our Internet site, including scripts to guide our agents so that they're using sensitive language.
I have personally met with other federal government offices that may be the first point of contact. For example, I met with the chief executive officer of the Passport Office early in the year, in January. He circulated among his network reminders to be very sensitive at the level of passport officials when they are dealing with people who do not have proof of their Canadian citizenship, and to ensure that those people are properly referred back to our department. Indeed, it's only Citizenship and Immigration that could confirm whether or not someone born outside of Canada is indeed a citizen.
Likewise, I've had conversations with the Canada Border Services Agency. They have confirmed as well that if they have any cases in which people may have concerns about their citizenship status, those people will be referred to our case management branch so that they can receive a call from a knowledgeable and trained citizenship officer.
We've also had the same conversation with the Consular Affairs Bureau, of Foreign Affairs. They have also sent a network-wide message to their network abroad, reminding them that they need to be sensitive and where to go for the information.
I would have to agree with you that it can be devastating to hear the news in an insensitive manner. However, we are and will continue to make real efforts to make sure that when people have doubts about their citizenship, they can speak to someone or get information off our website that guides them through that process in a sensitive manner.