You once said to the committee that in the course of doing your investigations, you had noted improvements in the departments overall. Some had improved their rating. If all of the departments improved their rating and if services to Canadians improved in a general way, one could expect that there would be fewer complaints. In fact, if better services are being provided, there will be fewer complaints. You can't have one without the other.
On May 9th, 2013. See this statement in context.