I think as of about eight or 10 months ago, the department did start to do that. It is actually calling clients with those questions. In a departmental review, when we send something back to the department and we say to the client, “You know what? We can help you find this little piece of paper that you're missing, and the department will probably grant you this instead of it having to go through the Veterans Review and Appeal Board”. The evidence that we're dealing with there is the kind of stuff that at first application the department wouldn't necessarily be aware of. It's what I mentioned earlier—something that the client forgot about, or that they didn't think was important to bring up. It's the kind of information the department wouldn't necessarily have available to it, but when we start to scratch the surface, we can identify it and send it back to the department.
On June 16th, 2016. See this statement in context.