Thank you, Mr. Chair.
On your comments, most of the calls in our offices—I'd say almost 50%—are with respect to people having a hard time reaching CRA. When this report came out, unfortunately, I don't think any of the MPs were surprised by the challenges of reaching CRA. What has come to light, though, is why that was the case and where we are now.
The one major challenge I have is with the idea that responding to or answering only 30% of the calls is an acceptable practice. When did that happen? I practised tax law. We could actually get through to a desk at a CRA office. We could go see somebody there and actually talk to somebody there. We could actually make phone calls and get quick responses. That was almost 15 to 20 years ago, and now it's as if there's a wall. There's a wall like, “You can't talk to us.” I'm asking when that culture started to happen. It's extremely concerning now. Having an acceptable level of 30% is basically the norm for us.