Official Languages committee  These are indeed the people who examine luggage and who make travelers go through the metal detector.

Official Languages committee  Are you talking about when we conduct the audit?

Official Languages committee  We use several methods. We can analyze the documents CATSA has provided to us, for example. Our auditors also go on site, they make a lot of observations and they conduct interviews with the employees. In this case, we did interviews with community association members. So we use a range of tools when we conduct an audit.

Official Languages committee  CATSA is a federal institution.

Official Languages committee  In fact, CATSA does business with three security companies. The people who wear the CATSA uniform are not....

Official Languages committee  They are subcontractors, they are not CATSA employees.

Official Languages committee  Exactly. There are three companies in Canada.

Official Languages committee  Indeed there is GardaWorld, but I forget the name of the other two.

Official Languages committee  No, CATSA makes these businesses responsible for training their employees.

Official Languages committee  We examined this component and made recommendations in our report. Normally, if the recommendation is implemented, it is a matter of ensuring that there is consistent training. CATSA certainly has a role to play in producing the training and making it available to the businesses.

Official Languages committee  It is a very small percentage, that is certain. During the last year, we are talking about 30 complaints out of 60 million passengers.

Official Languages committee  It may certainly be that, or that may still happen when there is no bilingual officer at each line, for example. In such a case, you have to do business with another person. You have to interrupt the service and ask a colleague to come and provide the service. So this is not a service of equal quality, because the person has to wait to receive service.

Official Languages committee  There are more than that, but we studied only six of them.

Official Languages committee  Yes.

Official Languages committee  That is correct.