Jenny Kwan in QP: Canadians are calling...why isn't someone answering?

On May 7, 2019, I rose in Question Period to raise a question about the Auditor-General's report that nearly half of all calls to government agency call centres go unanswered - and at IRCC, it's even worse:

Jenny Kwan (NDP) Vancouver East, BC

"Mr. Speaker, can members believe that over eight million Canadians cannot talk to a real person when they call government call centres? Whether it is about their EI, their pensions or immigration matters, call centres are a dead end. It is so bad at IRCC that over 70% of the callers could not even get through. That is 1.2 million people. No wonder. There are no service standards: no standards on access, no standards on timeliness, no standards on accuracy. Do the Liberals not believe that Canadians deserve the most basic level of service from their government?"

 

https://openparliament.ca/debates/2019/5/7/jenny-kwan-1/

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