I worked at the border as an officer. This desire for efficiency is built into the system, and it's really hard to have efficiency, that is, fast processing, and a genuine care for people. It costs more money to care.
As I said, this problem has existed through all government transitions, so it's systemic within IRCC. I've seen a lot of really good things happen. With the Canadian Bar Association I've had lots of opportunities to connect with immigration, and they've really been doing what they can to try to make things better. But in this case, you can't control every officer, and how it was dealt with at that level was horrible. It was awful.