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1 - 15 of 76
Add a filter on Committee Evidence - PACP-82
Committee Evidence - PACP-82
2017-11-30
Bob Hamilton - 10:22
CPC (ON)
Alexander Nuttall (Barrie—Springwater—Oro-Medonte)
2017-11-30 10:22
...More
There is only one perspective that matters here. That is the perspective of the people we're serving. Those are the people who are calling in. Those are the callers. From the callers' perspective, it's a 36% rate. From your department's perspective, it's a 90% rate. That is a huge variance. That actually is the best example of the culture issues that are so obviously existing. I don't think there's a member around this table right now who is thinking, “Yeah, we don't really have culture issues; we need a little bit more transparency and maybe we need to train some people better and get some better technology, and CRA is off to the races”.
I don't think that is a thing. That's the message I'm hearing, and I don't think that's a thing that exists around this table. I think you need to go back. I want to know who came up with the system to say that over half the callers aren't actually callers. I want to know who came out with these results, because they just don't make sense.
...Less
Call centres
Canada Revenue Agency
Report 2, Call Centres - Canada Revenue ...
Service delivery
Statistics
Hon. Kevin Sorenson - 10:23
Add a filter on Committee Evidence - PACP-80
Committee Evidence - PACP-80
2017-11-23
Michael Ferguson - 9:44
CPC (ON)
Alexander Nuttall (Barrie—Springwater—Oro-Medonte)
2017-11-23 9:45
...More
I know this wasn't necessarily the direct focus of the report, but have we seen circumstances when incorrect information was given out by the federal government and the federal government then changed the amount they're saying is owed, based on the information they gave out originally, or did we just not get there?
...Less
8560-421-64-05 Reports of the Auditor Ge ...
Canada Revenue Agency
Service delivery
Michael Ferguson - 9:46
Hon. Kevin Sorenson - 10:10
CPC (ON)
Alexander Nuttall (Barrie—Springwater—Oro-Medonte)
2017-11-23 10:10
...More
Thank you, Mr. Chair.
I wanted to continue with the CRA audit. After determining a 30% inaccuracy rate in the information provided by persons working for the CRA, your report goes into the information that's provided by CRA in their auditing of their own activities, whether it's inaccuracy—their 6% rate versus your 30%—or the number of calls, because they don't include the blocked calls or calls that don't reach somebody in that process.
You recommend training. You recommend better services in tracking what's going on at the CRA. What do you recommend as a follow-up time period? To go from a 30% inaccuracy rate, what would be a good timeline for us to look at this and to ask for more information on changes that hopefully won't be needed?
...Less
8560-421-64-05 Reports of the Auditor Ge ...
Canada Revenue Agency
Service delivery
Statistics
Michael Ferguson - 10:11
CPC (ON)
Alexander Nuttall (Barrie—Springwater—Oro-Medonte)
2017-11-23 10:13
...More
Where is the issue? In your opinion, is this a top-down issue at this point? Is this strictly a training issue, whether it's on the quality assurance side or the people who are facing the client?
...Less
8560-421-64-05 Reports of the Auditor Ge ...
Canada Revenue Agency
Service delivery
Michael Ferguson - 10:13
CPC (ON)
Alexander Nuttall (Barrie—Springwater—Oro-Medonte)
2017-11-23 10:15
...More
With all that said, if your business is taxation and somebody asks you when the interest is going to be charged on taxes owing, this is basically almost as easy a question as you can get. It amazes me that we need a screen to do that. How is it that we don't have training in place to show these people? This is basic.
If somebody called me when I was a banker and asked, “Alex, when does the interest start accruing?”, I knew the answer to that every single time—and it's different on every single deal—because I just know my business. How do our employees not know their business when it comes to everybody in the country having the same answer?
...Less
8560-421-64-05 Reports of the Auditor Ge ...
Canada Revenue Agency
Service delivery
Michael Ferguson - 10:16
Add a filter on Committee Evidence - ACVA-64
Committee Evidence - ACVA-64
2017-11-02
Neil Ellis - 8:56
CPC (ON)
Phil McColeman (Brantford—Brant)
2017-11-02 8:56
...More
Thank you, Chair.
Thank you, Mr. Walbourne, for your testimony today and for being here.
I read your latest report, and when I look at the things you're saying, it makes me wonder what you would do if you had a clean slate, if none of these barriers existed.
In other words, you're a painter and you have a blank canvas. How would you establish a system that would work for the best possible delivery of benefits for our serving members in that transition time to Veterans Affairs? What would it be? What would it look like?
...Less
Government programs
Service delivery
Veterans benefits
Gary Walbourne - 8:57
Add a filter on Committee Evidence - CIMM-62
Committee Evidence - CIMM-62
2017-05-29
Michael MacDonald - 17:47
CPC (ON)
David Tilson (Dufferin—Caledon)
2017-05-29 17:48
...More
I guess the question is what we do now. Do we get rid of them? Does the department take it over?
Maybe I'm alone, but my observation listening to the testimony is that it's not working.
In fact, maybe you could elaborate on this. What concerns does the department have with respect to the ICCRC and its tenure as a regulator over the last six years? You must have thoughts on whether it should continue, whether it can be fixed, and whether we should have something else.
...Less
Consultants
Immigration and immigrants
Immigration Consultants of Canada Regula ...
Service delivery
Michael MacDonald - 17:48
Borys Wrzesnewskyj - 17:53
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-05-29 17:53
...More
If I can follow up, the public trust is the main thing. The public trust isn't there so far. I know that you are doing your level best, but it hasn't worked for the last number of years. Mr. Tilson asked if you—the government, the body—should take over, redo the whole thing, and let this ICCRC go and—
...Less
Client satisfaction
Consultants
Immigration and immigrants
Immigration Consultants of Canada Regula ...
Service delivery
Borys Wrzesnewskyj - 17:53
Add a filter on Committee Evidence - CIMM-55
Committee Evidence - CIMM-55
2017-04-03
Maria Esel Panlaqui - 15:57
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-04-03 15:57
...More
Rescue?
...Less
Consultants
Immigration and immigrants
Service delivery
Maria Esel Panlaqui - 15:58
Add a filter on Committee Evidence - CIMM-54
Committee Evidence - CIMM-54
2017-03-20
Borys Wrzesnewskyj - 17:10
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-03-20 17:10
...More
Thank you, Mr. Chair.
Thank you again, Minister. Coming from the community, you and I worked with the community long before we became MPs. These are the habits we have developed over the years.
Regarding the client services, as you know, much of our money gets spent on the immigration files on a daily basis. If you talk to one client or to 50 clients, the answer is basically the same. They will probably tell you that the process is taking too long, unsatisfactory answers, dropping of phone calls, and the list goes on. What can you tell them, Minister? What have you done to improve this, and is there something coming soon?
...Less
Department of Citizenship and Immigration
Government services
Immigration and immigrants
Main estimates 2017-2018
Service delivery
Supplementary estimates (C) 2016-2017
Hon. Ahmed Hussen - 17:11
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-03-20 17:12
...More
Minister, we have talked about the crooked consultants. We heard the horrible stories. I personally want you to watch one of the videos that I'm going to give you on how people get ripped off. They are talking about committing suicide and so on.
I think many of us believe that if the application were made easier to fill out, people could do it themselves. Because the application is a bit harder, they end up going to the crooked consultant and this is where they get ripped off. Is there any way we can shorten it? Can something be done?
...Less
Department of Citizenship and Immigration
Government services
Immigration and immigrants
Main estimates 2017-2018
Service delivery
Supplementary estimates (C) 2016-2017
Hon. Ahmed Hussen - 17:12
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-03-20 17:13
...More
From time to time—we hear this on a regular basis—people who fill out their own applications make a mistake. They're trying to save $1,000 or whatever the cost is.
We asked this question many times in the last committees. If there is a smaller issue, for example, data is filled out wrong, filled out in the wrong spot, or minor variances, why can't we call or email the client to tell them to fix it?
...Less
Department of Citizenship and Immigration
Government services
Immigration and immigrants
Main estimates 2017-2018
Service delivery
Supplementary estimates (C) 2016-2017
Robert Orr - 17:14
Add a filter on Committee Evidence - CIMM-46
Committee Evidence - CIMM-46
2017-02-01
Hon. Michelle Rempel - 16:45
CPC (ON)
David Tilson (Dufferin—Caledon)
2017-02-01 16:45
...More
Thank you.
Mr. Langford, thank you for the brief that has been prepared, and obviously we have a time problem here today.
I wonder if you could tell us the top priorities of the Canadian Bar Association for recommending improvements to client service delivery.
...Less
Government services
Immigration and immigrants
Modernization
Service delivery
Vance P. E. Langford - 16:45
Borys Wrzesnewskyj - 17:02
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-02-01 17:02
...More
Thank you, Mr. Chair.
Mr. Arnold, you talked about India, Chandigarh specifically. In my riding, that is the biggest issue for 80% of the immigrants. I have two full-time staff. They answer the confused questions. I'm not sure if it's a matter of confusion with the clients or on this side. What sort of rejection rates are there in Chandigarh? Would you know?
...Less
Government services
Immigration and immigrants
India
Modernization
Service delivery
David Arnold - 17:03
CPC (ON)
Bob Saroya (Markham—Unionville)
2017-02-01 17:03
...More
I thought you said your rejection was in the single digits. Is this on the North American side?
...Less
Australia
Government services
Immigration and immigrants
Modernization
Service delivery
David Arnold - 17:03
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