Yes, and I hear those as well.
The department has been working on two things. One is a plain language system, where all of our correspondence is being reviewed with the view to making the terminology clear. Sometimes we had a tendency to use terms that were government-centric or, frankly, not very user-friendly. Our plain language initiative is about putting things in letters that make sense so that someone understands what happened, and what the decision was based on.
At the same time, we are simplifying some of our procedures around treatment benefits in particular. Until fairly recently, until 2011, people who were receiving treatment benefits for the same condition and needed to receive that benefit over and over again had to apply over and over again. We've eliminated that. Now, if you're receiving a treatment benefit, the first time you apply, you will get your approval and that's all you have to do. You do not need to reapply. So there will be fewer veterans who will be getting those letters with any description at all around the decision.
When there is a decision that individuals are not happy about, they can discuss that further with the department and have a review of that decision. And they can, of course, talk to an employee at Veterans Affairs Canada directly through our national call centre to have an interpretation of the decision and any follow-up action that's needed on it.