The first thing I would like to say on that—and we identify it in the report—is that we made 250 calls anonymously to the call centres. For every single one of those calls, the agents were very attentive to the question we asked, they were very courteous, and they took their job very seriously. We didn't perceive any nervousness or anything else like that.
However, I think there obviously is a training issue. For 30% of the questions we asked, we got a wrong answer back, and our questions were of a general type. They were not specific questions about specific taxpayer issues; they were general questions.
The Canada Revenue Agency has a quality assurance mechanism in place whereby they try themselves to assess caller accuracy, which I believe they do for each person in their call centre every quarter. They try to track it, but they're not doing it in a way that actually gets to the accuracy. What they are doing isn't objective enough. They thus underestimate the level of errors and therefore only identified 3%, I believe it was, of their call centre agents as needing additional training, whereas based on our results, it looks as though more than that need training.