Interventions in Committee
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View Michelle Rempel Profile
Going back to my colleague Jacques Gourde's line of questioning, just so you know, for all of us around the table here it is an enormous amount of work in our constituency offices to deal with immigration casework. Again, just to re-emphasize what some of my Liberal colleagues have said, this is a non-partisan thing. We have very small operating budgets, and I also will say that I have a full-time employee in my office who deals just with client service delivery issues.
I'll preface this by saying that the decision made earlier this year to take away MP access from embassies, as well as the ministerial advisory office, was very poor. It was a terrible decision. It really affected service delivery within our office. I'm glad to see that it has been semi-reversed.
I'm not sure what some of my colleagues would say, but certainly for me and my office, one of the biggest complaints we get from people is the reporting of failures in customer service by the call centre in Montreal. I would say that's probably, by an order of magnitude, the number one complaint that I get. People experience very long wait times on the phone, as well as very onerous automated call menus, especially for people whose English or French is their second language. The number one thing I have to respond to in my office is that they don't understand the information that was given to them or that it's confusing, or the charge is that it's unhelpful.
Do you track the call centre usage at all? We are going to write up a report here. Is there anything that you think could be done to overcome this? It's such a burden on our offices right now.
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