I don't know what he wrote exactly. However, I can share my perspective, now that I've been in this position for almost three months.
We often receive complaints from veterans or their family members. Of course, it's hard to—
Sorry, but my French is not always so good.
It's hard for them sometimes to understand exactly what benefits are available and how they can access them. This is in fact one of the complaints that we receive at the ombudsman's office. We do our best to help them untangle their way through all of the information, or lack of information, or difficulty in understanding the information, absolutely.