Thank you, Madam Chair.
I would like to thank the witnesses.
Over the past 10 years, my office has provided a great deal of assistance on various files. Very often, incomplete requests or forms are sent to the department. This, of course, eventually causes delays in the process.
It seems that people have trouble doing the basic work and obtaining the necessary information. We often find that a document is missing or has not been signed, or that a supporting document is missing. This really bogs down the system and delays processing times.
People come to see us and we have to start the whole process over again with them. We take the time to sit down and look at the form. We go back to the beginning of their application and review the entire process as far as they have reached to see what is missing. Departmental employees do nonetheless provide valuable assistance. They remind us of things.
Is there a lack of information initially? Are there enough agents to provide assistance from the outset? If an hour or more were invested with each person, people would be able to fill out their forms properly in the first place, and that might eliminate days, weeks or months of delays.