Yes, in this case, this is a bit of a complex contract.
The contract was for call centre services across three different organizations.
Shared Services was the one managing that contract and receiving the invoices. Some of the services are based on the number of agents. How many phone lines do you have? How many calls are received and stored? Those come with a cost. They didn't verify with the Canada Revenue Agency or Employment and Social Development Canada how many agents they actually had online. If you're not doing that, how do you know that what you were being charged was the right number?
For me, these are basic rules that are set out in the Financial Administration Act and in procurement rules, which is why I didn't issue a recommendation, but I did reiterate that the rules are well known and should just be followed.