Finally, I truly appreciate that you apologized to Canadians who received poor service from your company, but the sincerity of that apology is best judged by the actions you take afterward. I'm sure you will agree.
What actions are you taking to ensure this does not happen again? Please be as specific as possible. That is what Canadians are expecting from us today, so I think that being as detailed as possible in your response is the way to go.