I'll start by saying that I am saddened to hear that. Of course, when I heard the testimony, that's not a response that's acceptable for our department. We certainly would not condone that kind of stereotyping.
There are a number of ways for any individual—in this case, a service provider—to elevate a complaint without necessarily identifying a contact. If you're a service provider with the department, there are escalation channels that come as part and parcel of being a service provider with the department or Medavie Blue Cross. There is also going directly into the department through the national client contact network or if they happen to know an individual.
We also have area offices in many locations across the country that have relationships with those organizations. Potentially there is a direct linkage there. I do understand that in the context, that might not be the most effective route, based on what you're suggesting.
There is also the Office of the Veterans Ombud. While it's certainly in place to look at systemic issues, that would be a place. We work actively with that office.
I might look to my colleague Ms. Pham to see if she has additional information from a service delivery perspective.