I’m pleased to hear that the revision is going to be part of the overall evaluation of student financial assistance.
One other result struck me as probably not the best. Table 5 in the report shows the results of student financial assistance service objectives. I was really surprised by the measurements used there. They asked whether or not appointments were met within 15 minutes of the appointment time, whether e-mail replies were received within two days of them being received, whether phone messages or voice messages were replied to within two days. I thought those were pretty lax measurements. As the Minister mentioned, this is a customer service-oriented program. We should be seeing people at the appointed time and responding in the same day.
Can the Minister explain to me why these particular measurements are so easy, I guess? So lax, to put it another way.