I just want to say one thing in response, Mr. Chair. If anybody at the table thinks that these results don't cause us concern at CRA or cause us to know that we have to improve, I just want to correct that notion. I refer to technology because it is going to be an improvement, but to use the driver analogy, we know that we need to train better. We know that we need to take a client-focused approach to this, both in our actions and in our reporting. While this may not be surprising in some sense, because we've seen some of the numbers before on the accessibility side, we know we need to take action. This is very serious for us, and we will be improving.
On November 30th, 2017. See this statement in context.