I thank the Minister for the answer. I guess if that is the policy that the receptionist or the secretary is there to provide assistance, perhaps the Minister ought to check in to see what actually happens and send in a few secret shoppers, so to speak. Because my information is that income support clients are not necessarily being assisted.

I mentioned in my statement that many clients have difficulty getting in touch with their client service officer, or their CSO, when they happen to be away. There doesn’t seem to be any sort of file backup or whatever. When a client’s officer is away, nobody else seems to take charge. What policies are in place to help those clients who are in need when their own CSO is not available? Thank you.