I think a common theme that we've heard this afternoon is one of communications, the breakdown of communications, and the complexity of the communications. You alluded to that, but there's a third area, and that's the regulations, the forms, the 18-page forms. DND can interpret a regulation differently from Veterans Affairs. The complexity of it, asking an 80-year-old or 90-year-old to get on the web page and find information.... I think the big challenge is how we improve—what you're getting at—communications. It's not just communications with the veteran but the veteran and his family.
Now, I was in a special duty area. I left my wife for a year and when I came back I converted to the public service. During that whole year, there was no communication with my wife whatsoever by the Canadian Forces. When I became a veteran, as Brad mentioned, the transfer over from DND to Veterans Affairs had to be the most complex, convoluted, step-by-step procedure: phone this office, fill out that form. You just wouldn't believe it.
So I guess what you're looking at, and Percy has alluded to it too, is communications with the veteran and the veteran's family. I believe the Veterans Bill of Rights states that the family has to be present anyway, so please, listen to that. Listen about the communications. It is breaking down. It's getting more complex, and when I speak to the ombudsman, he tells me that most of the complaints and most of the demands for services are already covered. Veterans just haven't been able to find them in all the regulations.