2024-2025 Administration of the Access to Information Act

• Message from the Chair
• Introduction
• About the Veterans Review and Appeal Board
• Organizational Structure
• Delegation Order
• Performance for 2024-25
• Formal Access to Information requests
• Informal access to information requests
• Summary of key issues and actions taken on complaints
• Extensions
• Consultations
• Training and Awareness
  • Onboarding of new staff
  • Privacy breach refresher training
  • Policies, guidelines, and procedures
• Proactive publication under Part 2 of the Access to Information Act
• Initiatives and projects to improve access to information
  • Digitization of hearing recordings
  • Service Health Record Search Tool (SHRST)
  • Modernization of hearing recording process
  • ATIPXpress
• Monitoring and compliance
• Annex A: 2024 Delegation Order on the Access to Information Act and Privacy Act
• Annex B: Statistical reports on the Access to Information Act
• Annex C: Supplemental statistical report on the Access to information Act and Privacy Act

On behalf of the Veterans Review and Appeal Board (VRAB, the Board), I am pleased to present the 2024-2025 annual report to Parliament on the administration of the Access to Information Act.

This legislation enhances government transparency by allowing Canadian citizens to access information held by the Government of Canada. It promotes openness, accountability, and dialogue between citizens and their government.

The Board is focused on digital innovation and ensuring we have an effective information management system so that Canadians can exercise their right of access and receive high-quality information without delay.

During the reporting period, the Board advanced the implementation of ATIPXpress, a new system designed to modernize how access to information and privacy requests are handled. With setup, testing, and staff training nearly complete, we hope to see a significant improvement in the efficiency and accuracy of processing requests.

In the 2024-2025 fiscal year, the Board’s Access to Information and Privacy (ATIP) unit handled 120,689 pages in response to ATIP requests, a workload increase of 79%, up from 67,459 pages in 2023-2024. We met our legislated timelines 100% of the time.

I encourage you to read through and learn more.

Sincerely,

Christopher J. McNeil

The Access to Information Act gives Canadian citizens and individuals present in Canada a broad right of access to information contained in government records under control of the institution, subject to certain specific and limited exceptions. It maintains that government information should be available to the public and should complement and not replace existing procedures for access to government information.

Section 94 of the Access to Information Act requires that the head of every government institution prepare an Annual Report on the administration of the Act for submission to Parliament during each fiscal year.

The Annual Report is prepared and tabled in Parliament in accordance with section 20 of the Service Fees Act.

The Veterans Review and Appeal Board has full and exclusive jurisdiction to hear, determine and deal with all applications for review and appeal that may be made to the Board under the Pension Act, the Veterans Well-being Act - Part 3, the War Veterans Allowance Act and other Acts of Parliament. All matters related to appeals under this legislation are authorized under the Veterans Review and Appeal Board Act.

The Board also adjudicates applications for review and appeal of duty-related disability pension decisions under the authority of the Royal Canadian Mounted Police Pension Continuation Act and the Royal Canadian Mounted Police Superannuation Act.

The Board follows the open court principle. This means that hearings and decisions are open to the public.

All of the Board's published decisions are available on the Canadian Legal Information Institute (CanLII) website. CanLII is a well-known legal resource that organizes decisions by year and is searchable by key word.

To balance openness in decision-making with applicants’ privacy, the Board removes personal information that is not relevant to the reasons for the decision. This includes names of the applicant or appellant and non-expert witnesses, as well as other information that could identify the individual (e.g. file numbers or home address). A published decision may contain some information that is relevant to the decision, such as:

• the relationship between the applicant/appellant and a family member or witness at the hearing;
• medical conditions;
• occupational information;
• personal characteristics that are relevant to the disability application; and
• excerpts of medical opinions and doctors' reports.

This approach is consistent with the principles found in the "Use of Personal Information in Judgments and Recommended Protocol" approved by the Canadian Judicial Council.

The Board has full responsibility for the administration of the Access to Information Act and the Privacy Act. The ATIP unit is under the Director, Strategic and Corporate Services, who acts on behalf of the Chair of the Board to oversee the administration of the Access to Information Act and the Privacy Act.

Duties of the ATIP unit include:

• Process requests for information submitted under the Access to Information Act and the Privacy Act in accordance with the legislation, regulations, and Treasury Board of Canada Secretariat (TBS) policies, guidelines, and directives.
• Provide VRAB managers and staff with advice and guidance regarding the interpretation and application of the Access to Information Act and the Privacy Act and related TBS policies, guidelines, and directives.
• Develop policies, procedures, and guidelines for the administration of the Act and related TBS policies, guidelines, and directives.
• Coordinate the resolution of any complaints against the VRAB made to the Information Commissioner under the Access to Information Act and the Privacy Act.
• Respond to consultations from other government institutions on Access and Privacy requests.
• Promote awareness to ensure employees understand their roles and responsibilities and the Board fulfills its obligations under the Acts.
• Respond to Parliamentary written questions on access to information and privacy breaches.
• Support the VRAB’s commitment to openness and transparency through proactive disclosures, informal releases of information and publishing the summaries of completed access to information requests to the Open Government portal.
• Review contracts with third parties using TBS guidance documents.
• Update the VRAB’s information regarding the Info Source chapter on the VRAB website in accordance with the TBS directive.
• Monitor and report on the Board’s proactive disclosures.
• Prepare the Annual reports to Parliament and the Annual Statistical Report on the Administration of the Access to Information Act and the Privacy Act.

In September 2024, the Chair of the Veterans Review and Appeal Board delegated his authority for the purposes of the Act. Annex A is a copy of the signed delegation instrument that took effect September 1, 2024

In the 2024-25 fiscal year, the Board’s performance in responding to requests for information under the Access to Information Act has been marked by notable efficiency and transparency. The period saw a significant increase in the volume of pages processed.

The statistical reports support oversight, accountability, and transparency by providing data on the performance of the Government of Canada’s Access to Information program. The following section provides a summary of the highlights of the Statistical Report (Annex B) regarding the Administration of the Access to Information Act for the period of April 1, 2024, to March 31, 2025.

In the 2024-25 fiscal year, the Board responded to three ATI requests, and always (100%) within legislated timelines – a key measure of the Board’s performance.

Table 1. Number of Access to Information requests by fiscal year

Information was disclosed in part in response to two requests. No records were found for one request.

Given the limited number of requests, it is impractical to present the information in a table or as a figure.

One request was completed within 0-15 days. Two requests were completed within 31 to 60 days.

There were no active requests as of the last day of the reporting period.

Figure 1. Number of pages processed vs the number of pages release by fiscal year

In 2024-25, VRAB processed 4,271 pages and disclosed 3,447, across three formal access to information requests. This reflects a high disclosure rate. Over 80% of the pages reviewed were released.

The number of requests received under the Access to Information Act does not follow a consistent trend, as demonstrated by the fluctuating data across fiscal years. For example, while 12 requests were received in 2020-2021, only six were received in 2021-2022, despite a dramatic increase in the number of pages processed. This variability makes it difficult to draw conclusions regarding long-term patterns. Given this lack of predictability, the Board remains flexible in terms of it resource allocation to ensure that the organization can continue to meet its obligations under the Access to Information Act, regardless of fluctuations in volume or complexity.

The Access to Information Act mandates that Canadian government institutions publish summaries of the Access to Information requests they handle. Individuals can make informal requests for information previously disclosed under this Act, without incurring charges or adhering to specific timelines.

In 2024-25, the Board received 19 informal access to information requests, resulting in the release of 26,577 pages. All 19 requests were completed within 0-15 days.

There were no active requests as of the last day of the reporting period.

The Access to Information Act grants individuals the right to access information held by government institutions. It also allows individuals to file a complaint with the Information Commissioner regarding issues related to an access request made under the Act, such as:

• the institution's response to the request
• the institution's failure to respond to the request
• the manner in which the institution handled the request

In 2024-25, the Board did not receive any complaints regarding Access to Information requests. No issues were raised by individuals concerning the handling of or response to their requests. The Board remains committed to maintaining transparency and ensuring that all access to information requests are managed efficiently and effectively.

Section 9 of the Access to Information Act allows institutions to extend the original 30- day statutory time limit if:

• the request is for a large number of records and meeting the original time limit would unreasonably interfere with the Board’s operations.
• consultations are necessary.
• third-party notification is required under subsection 27(1)

There were no extensions applied during the 2024-25 fiscal year.

Consultations with other government institutions take place when records that originate from another institution are retrieved in response to an ATIP request. Consultations are conducted if the disclosure of another institution’s information could cause an injury to that institution, compromise the conduct of international affairs, interfere with an investigation, affect national defence, or involve other factors.

In 2024-25, the Board received two consultation requests from another Government of Canada institution. A total of 32 pages were reviewed. In both cases, the Board recommended full disclosure of the information. Responses were provided within 15 days for each request.

In 2024-25, ATIP and the Information Management (IM) unit at the Board worked together to strengthen ATIP training for VRAB staff and Members.

Onboarding of new staff

As part of their onboarding, 47 new VRAB hires benefited from a newly-developed ATIP training session which provides a comprehensive overview of personal information and information of business value, emphasizing the crucial role that Board employees play in managing information and complying with relevant legislation. The training also covered best practices for handling information of business value and strategies to prevent privacy breaches.

Similarly, 35 new VRAB hires attended IM training focusing on the efficient and effective management of records and information to support sound program delivery, decisionmaking, accountability, transparency, collaboration, and compliance with relevant legislation. Additionally, employees were reminded of their role in preserving and granting access to information for the benefit of current and future Canadians.

The IM unit also provided training to 11 new students working on a hearing recording digitization project. Topics covered included: proper handling and transportation of client records, the proper disposition protocols of physical media once digitized, and the handling of client information in electronic client systems.

Expanding training for new staff and students can positively impact the Access to Information and Privacy regime in several ways:

Awareness of IM Practices: Employees gain a better understanding of how good IM practices support effective record-keeping. This awareness contributes to an efficient ATIP system.

Efficient Record Handling: Proper training ensures that employees handle client records appropriately during digitization. This includes understanding how to manage physical media once digitized, ensuring consistent and accurate information management.

Enhanced Service: Well-trained employees can provide timely and consistent service to requesters. By following proper protocols, they contribute to a smoother ATIP process, benefiting both the public and government institutions.

Privacy breach refresh training

In 2024-25, the Board’s ATIP unit provided training to newly-appointed team leads and managers in VRAB’s Operations directorate. The sessions covered topics such as preventing privacy breaches and managing breach-related incidents, and provided instructions on how to complete the VRAB Privacy Event Form.

Policies, guidelines, and procedures

The Board’s ATIP unit continued to support managers by providing ongoing advice and guidance on policies, guidelines, and procedures. This consistent support helped managers implement and follow established protocols, reinforcing a culture of compliance and informed decision-making.

Proactive publication under Part 2 of the Access to Information Act requires federal institutions to automatically publish certain types of information without waiting for specific requests. This includes materials like travel expenses, reclassification of positions, and contracts over $10,000. The goal is to enhance transparency and accountability by making government information readily accessible to the public.

The table below outlines VRAB’s proactive publication requirements and the percentage of time these requirements were met for 2024-2025.

Table 2. Proactive publications requirements table

As of the 2024–25 fiscal year, the Board has successfully implemented an effective process for proactive disclosure, supported by regular performance monitoring and monthly reporting to senior management and the Chair’s office. This structured approach has strengthened the Board’s ability to meet its legislative obligations. Moving forward, VRAB will continue to assess and refine these processes to ensure they remain responsive to evolving requirements and operational needs..

In today’s digital age, access to information is essential. The Board is working on key projects that use innovation to protect and manage information, improve access to justice, boost productivity, and foster an inclusive culture that empowers staff to support all Veterans.

The Board strives to be open and transparent, so that Veterans and Canadians can hold VRAB accountable for its actions and decisions.

Digitization of hearing recordings

The digitization of hearing recordings allows for enhanced access to historical hearing recordings. It ensures the preservation of the information and streamlines the record retrieval process by reducing the time and effort needed to access recordings.

The digitization of hearing recordings on cassette tapes began in March 2023 with 115, 744 cassettes that needed to be digitized. From April 1, 2024 to March 31, 2025, 22 FSWEP students worked on the cassette digitization project. During this time, the team processed 47,131 cassettes.

Service Health Record Search Tool (SHRST)

The SHRST is used by the VRAB Pre-hearing team to facilitate the creation of the Statement of Case (SOC). The SOC is a compilation of relevant evidence and information from various sources, prepared by the Board for a Veteran’s hearing. It includes documentation from Veterans Affairs Canada, the Department of National Defence, and previous hearings, and may be updated with new evidence presented during the hearing. This tool enables efficient searching through digital documents for relevant information in the official client repository, which can then be bundled to support clients’ decisions.

The protection of client privacy is a top priority at the Board. The SHRST restricts access to personal information, allowing access only to authorized personnel with a legitimate need. Additionally, the system provides comprehensive auditing capabilities to track access to client files within the SHRST. By enabling work completion within the system itself, the tool minimizes the risk of inadvertently sharing client information outside the secure environment, enhancing overall data security.

Modernization of hearing recording process

The Board has begun a multi-stage modernization initiative to replace a legacy hardware-based recording process with a modern, digital-first solution. Transitioning from Philips digital handheld recorders to MS Teams for hearing recordings offers significant advantages for the Board, Members, and Veterans. A digital-first, cloudbased solution streamlines access to recordings, eliminating the need to transfer files via email and reducing the risk of data loss or unauthorized access. Recordings are securely stored and easily retrievable, supporting timely responses to ATIP requests and improving overall information governance. This modern approach, set for implementation in 2025-26, will enhance transparency and efficiency, in turn improving service delivery to Veterans.

ATIPXpress

During the reporting period, VRAB began implementing ATIPXpress, a modern Request Processing Software Solution designed to improve the management of access to information and privacy requests. The first phase of implementation at the Board included system setup, customization, internal testing, and hands-on training for the ATIP team. Once fully operational, ATIPXpress will streamline processes by automating many manual tasks and enhancing access to released records.

The implementation is nearly complete, with a full launch anticipated in the next reporting cycle.

The Board’s ATIP unit monitors all requests for information through Access Pro Case Management (APCM). APCM is a case management system designed to handle ATIP requests. The system allows for tracking requests, managing documents, and ensuring compliance with relevant legislation.

The ATIP unit prepares two reports to provide a monthly snapshot for senior managers and the Chair’s Office. The first report is workload related on ATIP requests. It provides information on the number of requests, the number of pages processed, and the number of pages released for the fiscal year to date. The second report provides trends by fiscal year over a period of five years. Additional feedback is provided when trends present situations that need addressing such workload distribution, balancing priorities, and identifying the need for additional resources.

The Chair of the Veterans Review and Appeal Board, pursuant to Section 73 of the Access to Information Act and section 73 of the Privacy Act, hereby designates the persons holding the positions set out in the schedule hereto, or the persons occupying on an acting basis those positions, to exercise the powers, duties and functions of the Chair as the head of the Veterans Review and Appeal Board, under the provisions of the Act and related regulations set out in the schedule opposite each position. This designation replaces all previous delegation orders.

Dated, at the City of Charlottetown, this first day of September, 2024.

Christopher J. McNeil

Chair, Veterans Review and Appeal Board

TBS/SCT 350-63

Name of institution:
Veterans Review and Appeal Board

Reporting period
From: April 1, 2024

To: March 31, 2025

Name of institution:
Veterans Review and Appeal Board

Reporting period
From: April 1, 2024

To: March 31, 2025