An issue of invoices, receipts, and up-front payment
A Veteran, a single parent of four who is working towards a university degree, contacted the Office of the Veterans Ombudsman (OVO) after being denied reimbursement under the Canadian Veterans Vocational Rehabilitation Services (CVVRS).
The Veteran was under financial pressure and struggled to make ends meet each month. This pressure was exacerbated by childcare and tutoring expenses of more than $700 a month. The Veteran was told to submit paid receipts monthly to be reimbursed by CVVRS. One month; however, CVVRS denied the claim because the invoice submitted had not been stamped “paid.” The Veteran contacted my Office to intervene.
My team’s investigation revealed that both tutoring and childcare expenses fall under the same regulations and that nothing in the policy or regulations requires up-front payment. The Veteran’s invoice was, therefore, admissible for payment.
As a result of our intervention, CVVRS was notified, and the Veteran was immediately paid for the expenses previously denied. We also recommended that CVVRS handle the Veteran’s future payments as a priority.