First I would like to speak once again about the employee who was instructed not to speak French. It was a total misunderstanding, and as soon as the management of the office realized it, an email was immediately sent to clarify the situation with employees. This happened last October. I entirely agree that telling employees that they cannot speak one of the official languages, no matter where, would be absolutely unacceptable.
As your colleague said, a service point is actually a Service Canada centre which means that there is a building, a counter and the rest. These places are generally organized in a similar way. The commissioner mentioned this in his audit. Most of the service outlets are service centres. As we have standards of service whereby we must be capable of serving 90% of the people within 50 kilometres of their residence, in this vast country of ours, we have established outreach sites staffed by one, two or three full-time employees of Service Canada. They are well trained. They go to communities, always setting up at the same location and at the same time, for example in the office of some organization or in a city hall on Tuesdays from 9 a.m. to 4 p.m.