I think that if we had a better system of governance, the signal to institutions would be a lot clearer, and it would be more effective in terms of oversight. We would know who's responsible for what. For example, there is a particular set of complaints with regard to section 91, which can be resolved by clear direction from Treasury Board, if we were to do that.
Clearly what also has to happen is that, given that over 50% of complaints have to do with communications within service to the public, we have to find ways to improve the capacity of the federal public service to deliver those services. Therefore, we need better language training and better supports in the workplace.
Again, all this comes from a directive that has to be given from the top.