Thank you for the question.
Without any further knowledge about that case, I can speak in generality and reiterate what I said before unreservedly. Some of the delays with respect to processing temporary and permanent resident authorizations are unfortunate. We're working very hard to expedite those and return back to the processing time standards. While we're starting to come out the other end of the COVID-19 pandemic, the pandemic itself caused several challenges to offices, particularly where paper files were necessary and individuals couldn't go into the office, but also with respect to border restrictions. Right now the department is working hard and, based on the $85 million provided as part of the budget, is trying to return to those processing times.
With respect to client interaction, while the case that was raised by the member is, again, unfortunate, in terms of the client call centre, some of the innovations, including callback features, are meant to provide better client service to individuals. As well, the department is working on other client service tools, which would include things like being able to track one's application. Many of these are features that one would expect to be built into the platform modernization process that's being undertaken by the department.