I want to get back to the e-commerce, but first, on call centres, I was struck by one piece here: Veterans Affairs Canada stopped offering teletypewriter service for the deaf and hard-of-hearing without first consulting with or telling veterans.
Hearing loss is among the highest, most common disabilities that veterans incur in the course of their careers in the armed forces, so that seems a particularly insensitive decision. If veterans are preferring email to the teletype service, fair enough, but the comment where there was no explanation given and no consultation is the troubling part here.
What did they say when you asked why they did it? Did they really just ignore and not respond to the question, or what was the justification? Surely there was something said.