Thank you very much, Chair.
I'll add my thanks to the witnesses today.
For all of my questions, they are not particularly directed at one witness but they're inspired by one of the witnesses. I invite anybody to jump in with an answer.
My first question is related to Ms. Neufeld's statement that Citizenship and Immigration Canada needs to have a real person answer the telephone call, and perhaps provide telephone interpretation for somebody who has suffered abuse and needs to obtain advice. My question is, has the service level at CIC with respect to this gotten better or worse over time? Is the trend in the wrong direction or in the right direction, do you think?