I have a few comments to make in that regard. Clearly, a number of adjustments need to be made. Since the report was published, our managers have made greater efforts to remind office employees of the duties under the act, for example, on how to answer phone calls. I conducted a survey over the past two weeks. The quality of service offered today is significantly higher than that noted in the report. As such, improvements have been made since the report was released.
On March 24th, 2011. See this statement in context.