Obviously, there's just so much in this report when it comes to the questions and answers that Canadians need, but I want to ask Mr. Hamilton to address something he said in his opening remarks.
You described improvement at the agency's call centre following the previous AG report in 2017. This is a concern that has come up from people who have spent more time at public accounts than I have—people like Mr. Christopherson, who have been here for years and years and have seen issues come up over time.
You cited some statistics on improvement to the call centre, yet the internal audits at the CRA failed to detect the problems at the call centre. In fact, it reported the opposite—that it had been functioning perhaps not perfectly well but at a 85% or 90% call answer rate. It took the Auditor General's report to actually establish that there was a horrific problem going on in the call centre.
The troubling part is perhaps the internal audit. Can you explain how we can take confidence that internally you are accurately measuring the improvement so that we don't end up in a situation two years, five years, or however many years down the road with another Auditor General's report that in fact there are still the same problems that were already flagged in the past?