All our lines are bilingual. Clients do not call into a place where there are 25 English-language and 20 French-language lines, for example. People are assigned to a workstation, and the first person who can answer the telephone does so and provides bilingual service. The call could be in French or English.
We are trying to explain that we do not understand the commissioner's methodology. A person got an answer not because he was francophone or anglophone. It may just be because too many lines were busy. Our system does not allow us to have more than a certain percentage of calls waiting.