Finance committee  It's not quite complete. Yes. We're waiting for a handful of them. We've sent letters to the medical practitioners we're trying to get some additional information from.

Finance committee  Currently, it takes between six and eight weeks.

Finance committee  The large majority of those have been done. There's only a handful for which we're still waiting for the reply from the medical practitioner. We have undertaken that review.

Finance committee  There were a little over 2,200; I think 2,267.

Finance committee  We don't have finalized results and we'd like to run those by the disability advisory committee. We plan to do that at the next meeting. We'd like to have them look at it and then make that information public. What I can tell you is that when you look at the acceptance rate pre-

Finance committee  We take customer service very strongly to heart. We're doing a range of things to try to improve those services. My colleague Kami talked about some of the things we're already doing—for example, this year the distribution of the forms, to make sure that people get the tax forms

Public Accounts committee  Thanks for that. Maybe I can just add a couple of things. I think it's important that you talked about the child benefit, for example. As well as having opportunities for relief if there's a problem, it's also important to know that the child benefit, for example, is retroactive

Public Accounts committee  What I mean by that is, imagine a situation where an individual doesn't apply for the Canada child benefit and later finds out they should have applied. I'm just giving you an example. They then apply, but later. The individual would be paid retroactively for any amounts that wer

Public Accounts committee  Absolutely, there are some very difficult cases here, and people in very difficult situations, and those whose situations change. There are procedures, and at first instance you're going to try to verify the information. I do believe our call centres and our people are very respo

Public Accounts committee  I would like to add that information is shared about the quality of our response. We are working on various avenues in this regard. We are also talking with the private sector. That is another way of finding new and better ways of working. For example, we have discussed the issue

Public Accounts committee  We've put in place a new training process. It's just being rolled out now. We have it in one centre. It's called our gating and nesting—

Public Accounts committee  The fact that we have side-by-side listening rather than call recording is a major issue. It puts us in the situation where we don't have an accurate reading of the error rates all the time, exactly as the Auditor General pointed out. We did an internal audit ourselves and found

Public Accounts committee  Our internal audit showed that we had an error rate of 20%, but it is a considerably different—

Public Accounts committee  It's actually an internal evaluation that was done probably about a year and a half ago.

Finance committee  That's right. It's more difficult for the physician to respond because the physician doesn't actually witness that, as opposed to a hospital setting. It's fairly clear when dialysis takes 14 hours a week and whether it's more than three times a week. That becomes very clear. In