Our office is an office of last resort, but I also offer the service to every member of the defence community. At any point in time, if you're going through a process or have questions about a policy, you can call our office. We will help educate, inform, and get you in touch with the right people. A constituent can call us at any point in time. We will, however, if they have not followed the processes that are in place for them, put them back into the right lane. We'll help and guide, but they have to exhaust what's in the chain of command first.
I have to say that when I've engaged on these types of files, the response has been far more aggressive than anything else I've seen, so judging from my experiences dealing with the local chains of command in various parts of the country, the response to fix these issues has been very quick.