Décisions plus rapides + Transparence = Véritables changements pour les vétérans

Ottawa (Ontario) - Le 24 juillet 2017

Les retards dans la réception des décisions en matière d’invalidité s’avèrent le principal motif des plaintes envoyées à mon bureau, et son importance augmente. Récemment, nous avons reçu des plaintes de vétérans dont les demandes étaient en traitement depuis une période allant de 22 à 51 semaines, et même davantage. En fait, les agents du Réseau national des centres d’appels d’Anciens Combattants Canada (ACC) ont informé mon personnel qu’ils traitaient actuellement des demandes du mois de juin 2016. Bien qu’ACC ait une norme de service de 16 semaines pour faire parvenir au vétéran la décision concernant sa demande de prestations d’invalidité, selon le site Web d’ACC[1], le Ministère n’a atteint que 52 % de son objectif de 80 % pour cette norme de service. Même si celle-ci n’a pas encore été publiée, ACC nous a informés que 59 % de ses décisions ont respecté la norme de service en 2016-2017.

Le saviez-vous?

Pour mesurer les normes de service :

  • Le décompte ne commence que lorsqu’ACC a reçu[2] tous les renseignements nécessaires de la part du demandeur et il s’arrête lorsque la décision est rendue.
  • Le calcul ne tient pas compte de la période qui s’écoule entre le moment où un vétéran présente une demande et celui où ACC détermine que la demande est complète (des documents médicaux justificatifs peuvent être requis tels qu’un audiogramme ou un rapport médical, ce qui peut prendre plusieurs semaines).
  • Le calcul ne comprend pas non plus la période qui s’écoule entre le moment où la décision est prise et celui où le vétéran reçoit ses prestations.
  • Le portail Mon dossier ACC permet au vétéran de suivre l’état d’avancement de sa demande de prestations d’invalidité, mais il n’indique que l’étape à laquelle elle se trouve dans le processus. On n’y trouve aucun détail sur le moment où la décision sera prise.

En aucun temps durant le processus décisionnel relatif aux prestations d’invalidité le vétéran n’a de l’information sur le moment exact où l’argent sera versé et où il sera admissible aux avantages médicaux. Est-ce un processus efficace? Est-ce transparent? Dans les deux cas, je ne le crois pas.

Même s’il est important pour la crédibilité d’ACC d’atteindre ses objectifs concernant les normes de service publiées, il est essentiel pour la paix d’esprit des vétérans de savoir qu’ils recevront une décision dans le délai imparti, à moins de circonstances extraordinaires.

Je sais qu’ACC a dû relever de nombreux défis ces dernières années, mais il est prioritaire de trouver des moyens de fournir des décisions plus rapidement aux vétérans – lesquels peuvent actuellement attendre jusqu’à un an ou plus – et d’adopter une approche plus transparente pour communiquer avec les vétérans.

Comme dans le cas d’une commande envoyée par Amazon, ACC pourrait utiliser Mon dossier ACC pour communiquer des renseignements détaillés sur l’état d’avancement de la demande, les échéanciers à chaque étape du processus et les changements apportés aux échéanciers pendant le processus. De plus, l’affichage des temps d’attente par affection permettrait aux vétérans de mieux comprendre les attentes concernant les délais pour ce qui pourrait être considéré un cas simple plutôt qu’un cas complexe.

Tous les lundis des prochaines semaines, je communiquerai avec vous sur Facebook et Twitter au sujet de votre expérience des délais d’exécution. Vos commentaires sont importants et appréciés, et nous vous ferons part de ce que nous avons appris. Les résultats de cette conversation serviront à orienter notre travail et à améliorer l’expérience des vétérans en ce qui a trait au service.

Guy

 

[1] Rapport ministériel sur le rendement d’ACC de 2015-2016, http://www.veterans.gc.ca/fra/about-us/service-standards.

[2] Ibid. « À noter que le délai de traitement des demandes adressées à ACC commence au moment où nous avons en main toute l’information à l’appui de votre demande. Le temps consacré à obtenir les renseignements requis d'autres parties/ministères/agences, etc. est pris en considération en établissant les délais d'exécution. »

Commentaires

LPN a dit :

At stage 3, how long does it usually take?

4 décembre 2018 4:31 PM

Mrs. K. a dit :

Hello, I am the spouse of a disabled veteran I believe we began his application to Veterans affairs for his ptsd and other medical conditions this year. We received the initial payment disability award of 10% and it is the process of the full assessment and reassessment stage 1. Is there going to be any changes to how it is deal with in April 2019. Or does the legislation and rules stand from the date of the application date. Or does the new rules for disability award apply after April 1, 2019? Will we then not have the disability award in cash if the application from this year if it is not finalized by April 1, 2019. This information will help with out financial planning and quality of life survival.

17 novembre 2018 8:11 PM

Windsor a dit :

Hello, My concern is for the veterans who are waiting for a cash disability and that the government is possibly dragging it out until April 1, 2019 so they do not have provide the cash payouts the veterans need. Although they are providing a new system of support for injured Veterans after April 1 2019.

17 novembre 2018 7:18 PM

Sally a dit :

I am feeling so discouraged for my spouse. A claim (resulted in his release) submitted 2016 aug and a decision made Oct 2017 given him only 5%. It has sat with appeals for 1 year to be told it should be sent to reassessment could take months - a year. That is disgusting ...

2 novembre 2018 6:38 PM

TRIX a dit :

I have read all responses below and am glad im not the only one that has had trouble, my claim has been sitting on step 3 for over a year now and every time I call I am given different dates on what month of files there working on. When calling or sending a message on my VAC account your feel like your pestering them with the answers received back.

31 octobre 2018 5:01 PM

Sgt a dit :

Why does VAC no longer have serving members receive a Initial Assessment Post Op (6 months after operation). The reason I ask is because I recently received my decision after starting my application on Aug 2017. The knee was assessed at 5%. The only problem is my other knee 2 years ago (same exact surgery/injury) received 16%. At that time VA sent me to see their doctor for initial assessment. This time no assessment. How can they assess my injury without a proper assessment. The table of benefits specifically states what percentage will be granted when certain degrees of motion are lost. Then, when I tried to get the Medical Unit on base to fill in a Med Questionnaire they said they do not do that for serving members. What the heck is going on here?

29 octobre 2018 1:54 PM

Dave a dit :

I submitted a PTSD claim on 12 April 2018 and a friend of mine submitted his around a month and a half later. His is already at step 2 and mine is still at step 1. I wonder why is VAC working on claims out of order of submission?

27 octobre 2018 4:53 PM

Bob a dit :

I simply don't believe that Canadian forces members should be drawing a disability pension while still serving. This should be applied for shortly before their voluntary release or on medical release. This would decrease the volume of claims and shorten the waiting time and also the process would be part of their release admin. and make moving to civilian street a little more easier.

5 juin 2018 8:06 PM

Sean a dit :

So I called VAC today for an update on my file status as I've been at Step 3 for 20 weeks now. I was told that I shouldn't expect an adjudicator to be assigned until August with a decision possibly forthcoming in September. This will bring the total time elapsed to 34 weeks, unless of course they have "a higher than normal volume of applications". So the new service standard is actually double the published one. When I asked what has been done to mitigate the backlog, I was told that the Harper government was to blame and that they couldn't retain trained staff. I am quite thankful to the agent with whom I spoke for actually being forthright and respectful enough to try to give me real answers. He even shared that they had complained numerous times of the posted 16 week service standard, complaints which have gone nowhere. it seems more and more that the issues with VAC are not the front line workers but the managerial staff. It would be nice to know who has been held accountable. Who has been reprimanded or lost their jobs for failing in their responsibilities as leaders. In any industry anywhere, leaders who fail to meet standards, face consequences...who has faced those consequences at VAC over the last couple years?

1 juin 2018 7:58 PM

Bureau de l’ombudsman des vétérans a répondu :

Thank you for your comment. VAC wait times is a complaint we hear very often, and we keep pushing VAC to address their backlog. We're currently looking into this issue and will be providing recommendations which will hopefully help speed things up.

4 juin 2018 2:55 PM

Chris a dit :

I submitted all required information including medical records and Dr notes for a claim last summer. Aug 5 2017 I was at Step 1 and remained there until February 2018. I have been at the final stage Step 3 for over a month and was told by VAC that they are currently adjudicating or determining February 2017 claims. My claim is considered an Aug 2017 claim. I am hoping it will be processed within a year and a half as my med date of release is coming up fast

27 mai 2018 11:56 AM

Bureau de l’ombudsman des vétérans a répondu :

Hi Chris. Unfortunately VAC has a sizable backlog, and that means some Veterans are waiting way too long for a decision. I keep pushing VAC to address their backlog. That said, my understanding is that certain types of claims are processed more quickly; for example, those with an urgent need and some simpler types of claims like hearing loss. 

5 juin 2018 4:51 PM

Anonyme a dit :

Good day. Submitted on line 21st December 2017. I just check online and still at stage 1. How can VAC provide the right information for pension for life April 2019 if they can't even get the first step within their own standard. They had a backlog in 2007, still have one 11 years later.

23 mai 2018 8:50 AM

K a dit :

VAC is currently taking over a year to make a decision, that's from the turnaround time...not from the time of application. Should the decision not be favorable to the applicant, it must be appealed, which also takes (at this point) a year. If the appeal is won, the application goes back into the hopper for a new decision....which also takes yet another year. It can take up to an astonishing 3 years for a veteran to receive disability benefits. ACT, stop talking about the problems with VAC and fix them. Like usual it will take a headline story on CBC before anyone actually does anything to rectify the situation. So disappointing that VAC is not properly resourced to actually support our veterans. Read the performance reports. Truly disheartening.

18 mai 2018 11:21 AM

Bureau de l’ombudsman des vétérans a répondu :

Hi, thank you for sharing this with us. This is the number one complaint I hear, and I keep pushing VAC to address their backlog. In addition, my team is currently doing a review of turnaround times. We will be making recommendations that will hopefully speed things up.

22 mai 2018 10:50 AM

Sean a dit :

I am currently at the 18 week mark after the Service Standard Star Date. Every update request is met with a generic reply stating that they are working on files with SSSDs of September 2017. No information or estimation of timeline is given. I am the sole provider for my family and may be facing a medical release. It is extremely difficult to handle being told nothing but 'be patient'. I do not understand how a Reassesment can possibly take so long or how people can get away with not meeting deadlines and standards. The notice on My VAC that they are processing a "higher than normal" amount of requests has been there for over 2 years now. All I want is a decision or failing that, someone at VAC to care enough to give us real answers. At the moment, it seems as though no one there does.

17 mai 2018 12:39 PM

Matt a dit :

Hello, I submitted a claim back in January for hernias. They required more medical info which is ok but where it gets messed up is both by the dates told. When I phoned to confirm all documentation was received, I was told everything was recovered by march 12th via vac msg. I waited until the beginning of may to see where things sat and was told they had received the stuff but a different date and no service standard date was set however the claims would take 38-40 weeks as soon as a service stardard date was set as it hadn't moved off step 1. A couple days passed on it occurred to me that would mean well over a year to find out let alone if I had to appeal anything so I msgd on facebook. VAC read the msg but no response, however when I checked on the tracker online hours later it had all of a sudden jumped from stage 1 to stage 3 and reflecting the info/paperwork I submitted with a received date of weeks prior to when questioned both via phone and secure msg on the VAC site. In reality, it feels like a lot of times we are being bs'd about the status or timings or where things actually sit with regards to anything submitted. The quality of service has diminished and not improved over the last 10 yrs, nor do we get accurate info. I know myself personally will probably never step foot in a VAC office again for assistance or guidance do to the fact if your visiting somewhere and not near your home (ie relative in hospital) but a VAC office is nearby and one stops in, you automatically get in crap and benifits threatened to be ceased as it happened to me last year as a result of a few trips out east do to dying family member which is now deceased. Yes, I did end up missing her last bedside moments (my mothers)passing, the funeral, the grieving process as a result that I couldnt risk what VAC would do should I not remain in my home area. Now I just keep to myself more, don't bother inquiring about any of the new programs and the services from VAC. This has directly made my progress revert backwards and not forwards with regards to my disabilities and my quality of life greatly affected. I'm sure others are in the same boat which in turn will in the long run create more issues, heartache then good.

15 mai 2018 2:33 PM

Bureau de l’ombudsman des vétérans a répondu :

Hi Matt. Your situation is unfortunate and I understand your frustration. I suggest that you contact my office at 1-877-330-4343 to discuss the specific details of your case. Thank you.

16 mai 2018 2:53 PM

Ryan a dit :

The back log with VAC is something that they cannot control, I have a claim in for PTSD and it took almost 3 weeks just for them to receive it, which should take 3 days as stated on their website, so I called and was told for the 10% payout for ptsd it will take 16 weeks from the time I submitted it plus an additional 12 weeks for approval. I realize that the VAC staff is back logged, so it comes down to hiring more staff which comes down to budget and cost. which needs to be addressed as we have many ill/injured members with a varying of different circumstances, but the reality is NO one should be waiting 9 months for a claim, and as I have read below some members are waiting even longer. When will this "back log" be caught up?

9 mai 2018 11:18 AM

Bureau de l’ombudsman des vétérans a répondu :

Hi Ryan, thank you for your comments. We're sorry to hear about your situation. Unfortunately this a complaint we hear all too often. We're currently doing a review into VAC's turnaround times and will be making recommendations that will hopefully help to speed things up. This is definitely an area that needs to be improved. We invite you to contact us so we can learn more about your case, by completing an online complaint form: http://veterans-ombudsman.gc.ca/eng/complaint, or by calling us at 1-877-330-4343. We will do our best to assist.

9 mai 2018 4:58 PM

JC a dit :

I'm at the 19-week mark since my application was accepted. It's at Step 3, has been so since mid-March. Reading these comments had squeezed every ounce of hope I had once I hit the 16-week mark, the time I was told by VAC over the phone when I began the process in September. I suffer from PTSD, have exhausted my employee benefits (I'm civilian now) and spent as much as I can from my personal finances on therapy, only to have to stop until (hopefully) my application is approved. I can't imagine waiting another year.

8 mai 2018 12:49 PM

Lee a dit :

If you think you were frustrated before, now response times to email queries are taking longer as well. Not to mention most times you don't receive a proper answer, just a generic email without any pertinent information. I worked in different areas of policy and procedure over the years and I fully understand how easy it is for paperwork to pile up. It takes an inordinate amount of time and effort to submit the paperwork correctly so as it is not sent back requiring changes. That being said, if you don't keep on top of it, it will snowball and before you know it something that takes a week, now takes two and so on. If things continue this way, which I suspect they will, as I have not heard of any hiring to help with the backlog. A claim will take far longer than 32 weeks. Just an example, I stated my application On April 20th last year, In July they told me they had all the information. In November my application was at stage 2. Two weeks ago my application reverted back to stage 1. So essentially in a one year time frame, my application has not moved, and I am back to square one.

24 avril 2018 8:29 AM

Bureau de l’ombudsman des vétérans a répondu :

Hi Lee, thank you for your message. We have taken note of your comments. For privacy reasons, we cannot accept complaints or inquiries about personal cases via our blog page. Please contact us by completing an online complaint form

http://www.ombudsman-veterans.gc.ca/eng/complaint  or by phone at 1-877-330-4343
.

26 avril 2018 12:16 PM

Bill a dit :

Hi there, I just received a status change to stage 3 of the application process and am currently in the “16 week decision letter” stage.. I was wondering if it is worth talking with a case officer from your office before things get out of hand? Can this speed things up and or can it hurt my chances in any way. Best of luck to all the Veterans awaiting answers and thank you Guy for taking the time.

12 avril 2018 6:01 PM

Bureau de l’ombudsman des vétérans a répondu :

Hi Bill. For privacy reasons we cannot accept complaints or inquiries about personal cases via our blog. Please contact us by completing an online complaint form http://www.ombudsman-veterans.gc.ca/eng/complaint or by phone at: 1-877-330-4343.

13 avril 2018 9:49 AM

ronepina542 a dit :

I was diagnosed in spring 2016 and received a 10% payment in Oct 2016. I was told I'd be reassessed in 15 months. 7 Dec 2017 I received a letter saying my medical records were requested by VAC. So what now? How long am I waiting for? I was told not to contact them, that when a decision is made, they'll contact me. Is that what I do, just wait?

1 avril 2018 1:08 AM

Bureau de l’ombudsman des vétérans a répondu :

Sorry to hear about your situation. For privacy reasons we cannot discuss personal cases via our blog. Please contact us by phone at: 1-877-330-4343. 

4 avril 2018 10:36 AM

Greg a dit :

Just a quick question. Does anything we say on here actually have an impact or is this just a place to vent? I ask with all due respect. Do you actually do anything with our complaints?

28 mars 2018 12:41 PM

Bureau de l’ombudsman des vétérans a répondu :

Hi Greg. We read all comments and questions posted on the blog. We also follow-up on all complaints and try to resolve them as quickly as we can. If you would like to make a complaint, please go to http://www.ombudsman-veterans.gc.ca/eng/complaint or phone at: 1-877-330-4343. Once filed, an officer will be in communication with you for next steps.

28 mars 2018 4:18 PM

Greg a dit :

Latest and Greatest...My claim was submitted in June 2017. All supporting documents were received June 2017. I was told many many different timelines depending on which VAC rep I spoke to. Claim stayed at Step 1 until January of this year. Went to Step 3 and a VAC rep told me a decision was pending within a couple weeks. That was 8 weeks ago. Contacted VAC and they came back with a "sorry for the wait, now working on files from Jan 2017. Thank you for your patience." So, Im looking at August at best. Not 16 weeks but closer to 16 Months. Its easy for VAC to tell us to remain patient but when each VAC rep tells you something different its very frustrating and the hollow apology doesn't help. Basically VAC is saying...Stop asking, stop complaining...we will get to it when we get to it. Not much of an information site.

28 mars 2018 12:25 PM

Bureau de l’ombudsman des vétérans a répondu :

We hear you and agree that the situation is unacceptable. However, we cannot accept complaints or inquiries about personal cases via this blog, so please fill out the online complaint form http://www.ombudsman-veterans.gc.ca/eng/complaint or call at: 1-877-330-4343. You will hear from us as soon as that is done. 

28 mars 2018 4:19 PM

Frank a dit :

My claim went in Oct 10 2017 and I'm still in step 1. I've asked for an update and all I'm told is they are working on it.

6 mars 2018 7:47 PM

Bureau de l’ombudsman des vétérans a répondu :

I wish I had an answer for that Frank. Unfortunately VAC has a sizable backlog that means some veterans are waiting way too long for a decision. That said, my understanding is that certain types of claims are processed more quickly; for example, those with an urgent need and some simpler types of claims like hearing loss.
This is the number one complaint I hear, and I keep pushing VAC to address their backlog.


If you wish, you may file a online complaint form http://www.ombudsman-veterans.gc.ca/eng/complaint or by phone at: 1-877-330-4343.

22 mars 2018 9:53 AM

Frank a dit :

My claim went in Oct 10 2017 and I'm still in step 1. I've asked for an update and all I'm told is they are working on it.

6 mars 2018 7:44 PM

Cheryl a dit :

My experience: I applied for benefits in July, 2015. In January, 2017 I was awarded 10% as an interim, and was asked to supply a final medical report in September, 2017. It was hand delivered to the office of DVA and I was told at the time I should expect a final decision within 12-16 weeks. After visiting the office of DVA to check on my application, I was told they were currently working on applications received in July 2017. After a month I phoned to check and again was told they were working on applications received in July 2017. I suffer with Anxiety and PTDS and waiting for decisions cause stress. Should we keep calling or sending them messages asking for updates or is this a waste of time?

5 mars 2018 2:53 PM

MWO Shatford a dit :

Step 3 Your claim is at the decision making level. All your supporting documentation was received on June 5, 2017. Although we strive to provide a decision within 16 weeks, we are currently experiencing a higher than normal volume of applications That's the only info I received almost 2.5 months ago. I have spoken with a VAC Rep and she told me that she is not able to determine where this disability claim is or how long it will take. Its going on 10 months. This claim is for COPD. The process is very painful and VAC, although doing their best, could provide much more detailed info which would help to alleviate some frustrations.

2 mars 2018 11:03 AM

Lee a dit :

As the decision process seems to be getting longer. I have a solution that might speed things up. For every application that has not been completed within the time frame, compensation for undue stress and hardship should be added. So for each week overdue each applicant receives a monetary amount equal to the loss of funds for that week. For instance, if your disability amount works out to 1200.00 per month, you would be compensated 300.00 per week for every week over and above the standard 16 week time frame. Of course every benefit would be different so it may be easier to have a set rate for each week. If VAC had to be accountable for the time spent making a decision...things might go faster.

22 janvier 2018 9:57 AM

Bureau de l'ombudsman des vétérans a répondu :

C'est une option intéressante

23 janvier 2018 10:24 AM

Troy a dit :

I have had my appication in since April I am going on 37 week come this week. I was told the ptsd claims are fairly quick by people from vac. I ask the fb group 3b has anyone put application for ptsd lately I got one person who said they did in May. They had there money already and before Christmas. I am now being told I will be 3b in about a year from my condition. I would like to be able to prepare for my next step in life I need to prepare but I and at stand by.

15 janvier 2018 12:10 AM

Bureau de l'ombudsman des vétérans a répondu :

Bonjour Troy,

Désolé d'entendre que vous avez attendu si longtemps. Je vous recommande de soumettre une plainte en ligne http://www.ombudsman-veterans.gc.ca/fra/plainte ou de nous contactez au 1-877-330-4343.

16 janvier 2018 11:29 AM

Lee a dit :

According to a recent conversation with VAC, the waiting period is now 32 weeks from the time all information is received. I understand that they are busy but I don't think they understand the implications of someone waiting 8 months for a decision. This system is failing, at this point I don't believe there is anything that can change things for the better.

7 décembre 2017 10:07 AM

Bureau de l’ombudsman des vétérans a répondu :

Bonjour Lee, j'ai rencontré le sous-ministre et j'ai soulevé vos préoccupations avec lui. Je lui ai dit que les longs délais de traitement constituaient la principale plainte que nous recevions et j'ai demandé une rencontre avec les hauts fonctionnaires du ministère pour discuter des solutions possibles pour améliorer la situation. Plus à venir.

13 décembre 2017 1:09 PM

Recce73 a dit :

I've had a claim in since August of 2016 it has sought at step 3 for well over a year I am now at 16 months it is increasingly frustrating every time I contact Veterans Affairs for an update on my file the only thing they are able to tell me is that it is at the decision-making level I'm pretty reasonable and I understand that they are busy but 16 months is absolutely 100% unacceptable. This system has to change and it has to change now soldiers who have served their country overseas on numerous missions are being kicked to the curb when we ask for help. I am being released from the caf as a result of my claim condition I need answers and I need answers soon as I have to plan for my next step post-military. I just like a previous poster have submitted it online complaint through the veterans ombudsman and I just like the previous poster have heard nothing either. It's a sad day when a soldier puts his life on the line for his country and when he asks for a small piece of assistance he is consistently ignored. I too suffer from PTSD I have asked for a reassessment of my PTSD and it to is now sitting at over 5 months. In my opinion it's brutally shameful the way veterans are ignored when they ask for help

5 décembre 2017 1:01 PM

Bureau de l’ombudsman des vétérans a répondu :

Nous vous remercions de votre commentaire. Pour des raisons de confidentialité, nous ne sommes pas en mesure de répondre aux demandes de renseignements au sujet de votre cas personnel; cependant, quelq'un de mon Bureau communiquera avec vous sous peu.

12 décembre 2017 2:18 PM

Zara a dit :

Since last year none of my claim has been processed. Also, in the August I was approved for DEC. I had very financial difficulty and I was thinking the new CIA Supplement would come so fast to me. I was so wrong and I did call to Vac office couple times. Now its more than 12 weeks and nothing. Also, since couple months ago I had no case management and its very hard and she could help me a lot. So many of veterans are like me and please help all of us. Thank you,

7 novembre 2017 9:47 PM

Bureau de l'ombudsman des vétérans a répondu :

Bonjours Zara,

Je suis désolé d'entendre parler de votre situation. Je vous recommande de remplir un formulaire de plainte http://www.ombudsman-veterans.gc.ca/fra/plainte ou de communiquer avec mon Bureau au 1 877 330-4343. Nous constatons qu'ACC ne respecte pas ses normes de service comme il se doit, alors mon équipe a commencé à analyser environ 700 dossiers .

9 novembre 2017 3:31 PM

Lyonhart a dit :

Why even have this blog as it nothing more than a place for venting. Your responses are like your office, no substance.

14 septembre 2017 1:07 PM

Bureau de l'ombudsman des vétérans a répondu :

Notre blogue, tout comme nos comptes de médias sociaux, est une façon de rester engagé avec les vétérans pour entendre leurs préoccupations et pour partager des informations sur les problèmes qui les concernent.

18 septembre 2017 11:27 AM

Freddy a dit :

My PTSD claim has been waiting 38 weeks to be initially processed, yet vac has a turn around time (TAT) of 31 weeks. I have submitted a complaint to your office (which never got answered). Tried numerous times to enquire as to why it's taken long and I continue to be kept in the dark on its status or progress. When suffering from PTSD, patience is always a challenge. It's even more so when you are told over a phone to Continue to be patient. Shouldn't take more then a few more months.

8 septembre 2017 1:38 PM

Bureau de l'ombudsman des vétérans a répondu :

Merci pour votre commentaire. Pour des raisons de confidentialité, nous ne sommes pas en mesure de répondre aux questions concernant votre cas personnel, mais quelqu'un de notre bureau vous contactera sous peu.

 

8 septembre 2017 4:02 PM

Cath a dit :

I have just heard from aN employee source, that VAC will soon be getting ride of all their Case Managers. This would be a disaster. What has your office heard on this?

6 septembre 2017 12:54 AM

Bureau de l'ombudsman des vétérans a répondu :

Bonjour Cathyleen, nous avons vérifié avec le directeur de la gestion de cas, et l’élimination des postes de gestionnaires de cas n’est pas prévue

6 septembre 2017 11:10 AM

Recce73 a dit :

Claim for Hidradentis Suppurtivia aggravated by military service submitted in Aug 16, 16 weeks is a joke, its almost one full year now waiting. The condition isn't even in the VAC Table of disabilities, so i fully expect a denial. Also have a PTSD reassessment in, was given 25% in 2010, never was made aware of a reassessment, or contact initiated by VAC since. It's a horribly broken system, VAC is an insurance company and doesn't care about soldiers.

16 août 2017 2:00 PM

Donald a dit :

I started my new experience with VAC after a 17 year absence. VAC decisions do take far to long and in one case for me an over 7 month wait. Even though I was receiving treatments, these did not qualify until a confirmed disability decision was made. Communication from VAC email are often contradictory, never the same response to the same question! However my main area of concern is Blue Cross and how they deny every prescription submitted. VAC says I am entitled, but Blue Cross deny deny deny. Eventually Blue Cross approves but months later, and only after several attempts, faxes, calls from my CW and wife, emails to VAC and calls to Blue Cross. Once I called Blue Cross to ask why all the denials, the rep said oh we just approved, no more discussion here! Drugs another issue, there are 5 pages of back pain drugs, yet the one Tylenol my doctor prescribes is not on it, so just denied. Another wasted appointment with my doctor.

8 août 2017 7:04 PM

Tony a dit :

Currently I am sitting at 11 months and 6 months for my claims. The 6 months claim is at stage one. I have never had a claim that took less than 6 months for a decision. That doesn't include the time it takes to assess a payout and actually get the money. The fact that the time doesn't start until VAC decides it starts means the 16 week metric is a useless metric. A unless metric that VAC still manages to fail to achieve.

25 juillet 2017 12:59 AM

Bureau de l'ombudsman des vétérans a répondu :

Je suis d'accord. Merci pour votre commentaire.

26 juillet 2017 3:42 PM

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