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

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  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  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

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

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 haven't finalized the data. I'd like to finalize the data, because if we release preliminary data and we're still waiting for some then that's going to create confusion when we release the final ones.

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  It's great to hear that you're having some success. The CVIT program is a very popular program. It's really been increasing over the last several years. We particularly welcomed the resources in budget 2018. That allowed us, again, to double the size of the resources, and that,

Finance committee  I'd be happy to set out our plans to improve the call centres. The improvement is already happening, and I'd say it's happening quite rapidly. The first thing of course is to hire more call agents. That process has begun, and that's been extremely helpful.