The difficulty is, who determines who gets case-managed? The reason I say that is many times I get calls from people asking for a home visit on something. The DVA will say, “If you're not case-managed, you don't get a home visit.” My question to you is, who determines who's case-managed because that is a sticky point in terms of home visits after these closures?
Also, the training at Service Canada.... I visited several of these offices across the country where there's not an embedded person, and they told me they had four hours of online training, or something of that nature, for DVA. I can assure you it may happen in some cases, but it doesn't happen in a lot. A person will go in with a complex file and all his paperwork, and you say that a Service Canada person will actually help them look at the forms to see if they're done correctly? Sir, these forms are quite complicated, as you know. It takes a lot of training for someone like Mélanie to look at these forms and ensure that they're filled out, because 60% of the problems with the VRAB decision is the fact that a form wasn't done properly or there is a document that was missing, so the person was initially declined. I'm just wondering. If someone had four hours of online training or something at Service Canada, how do you quantify, then, that a person at Service Canada can accurately look at a complex form and see that it has been filled out properly to ensure that when that person makes a claim there will be no hiccups or problems down the road?