Thank you very much for the question.
One of the things we do is client satisfaction surveys. We do user ability testing with people outside our department and with our clients. We have a centre they come to. We gather information from overseas—our VACs, our international offices overseas—and what we do is collectively look at what issues are being raised and what kinds of things are pain points that are coming up.
One of the issues that has been identified to us is the issue of being able to communicate in the language of their choice. What we have looked at is how we actually create a system that meets the greatest needs of people in terms of being able to use a language.
In our call centre, we use both French and English, and we've built into our system the capacity to use interpreters for people who don't have capacity in those two languages. We took the information from the feedback that was received to determine what the right level is for using that plain language on our Internet. Consistently, it has been in that zone of that grade 8 plain language area, but at the same time, we continue to get feedback from our clients to finesse that as we update our programs.