If the application isn't complete, we have to send it back to the applicant to include what is needed. Then it comes back into the mail system again. Now, not only has the application been delayed, but the extra information we needed on the applicant has also been delayed. So we're then adding more months to the processing of that application. Sometimes it takes up to two years on what we call our BF shelf, for whatever reason, before we can produce the citizenship card and send it to the local office.
On April 13th, 2010. See this statement in context.