Thanks for your question.
I can affirm that our priority is to ensure that everyone can be served in the official language of their choice.
As I mentioned, 91% of the positions at our call centre are designated bilingual. That doesn't mean we have filled all these positions yet.
The number of requests we are receiving at our call centre is definitely growing, but I can assure you that we are doing everything required to hire staff, whether on a temporary or casual basis, for a term or indeterminate period. We are also making sure that we hire bilingual staff to provide the services you mentioned.
I can't give you an explanation for the examples you mentioned. We are very disappointed that these occurred, but I can assure you that we are making an effort so that the situation will get better rather than worse.