Service Commitment - Questions and Answers - 2009
1. How was the service standard updated?
The service standard was updated from:
When you apply for a review or appeal to the Veterans Review and Appeal Board, you will be sent a decision within one month from your hearing date. (sometimes also expressed as “within 30 days”)
to:
You will be sent a written decision within 6 weeks of your hearing.
This change is effective June 1, 2009.
2. Why was the service standard updated?
The Board recognizes the importance of establishing service standards that are current, practical and meaningful for applicants who are awaiting their decisions.
Our 30-calendar-day service standard was established more than 10 years ago. It needed to be updated to reflect the evolution of the Board’s processes, workload and legislation.
Our recent analysis of workload data shows that 30 working days, or six weeks, is more indicative of the time required to process review and appeal decisions following a hearing. For this reason, the Board decided to update this service standard to reflect more realistic time frames.
This update will not affect the Board’s commitment to processing your decision as quickly as possible. Our goal is to provide you with clear reasons that are based on a thoughtful analysis of all the available information and according to the applicable legislation.
3. I had my hearing before June 1/after June 1. What does this change mean to me?
This update will not affect the Board’s commitment to issuing your decision as quickly as possible. The objective of the update of the service standard was to set realistic expectations for applicants who are anxious to know the outcome of their hearing.
The Board recognizes that there will be claims which, for various reasons including complexity, will take longer to finalize.
4. What happens to a claim from the date of my hearing to the mailing of a written decision to me?
Following your hearing, the Board Members make a decision about your case (by making a full and fair examination of the information available prior to and at the hearing and in interpreting and applying the relevant legislation based on the evidence presented).
One Member dictates the decision, which must include clear reasons for the ruling. For review decisions, the dictations are then mailed from over 30 hearing locations across Canada to the Board’s Head Office in Charlottetown for processing by staff (includes typing, quality assurance checks, etc.). The decision is then mailed to the Member for signature. Most appeal claims are heard by Members in Charlottetown and then processed there by staff. However, some are conducted by teleconference by Members in locations across Canada to ensure that all claims are heard in a timely fashion. In those cases, mailing requirements for processing and signature would apply.
The signed decision is sent back to the Board's Head Office. Letters are then created and sent out with the decision to you and your representative.
All of this work is tracked by the Board's staff through the use of a client-focussed information system and data is analysed on a weekly basis to ensure that the processing of claims is as effective and efficient as possible.
5. I have comments about this change, what should I do?
There are several ways for you to contact the Board (by mail, by email, by fax, by phone).
The Board also has a formal complaints process.
All applicants’ complaints are thoroughly investigated and a written response is provided by the Board.
You may forward your complaints by using this form (0.3 MB) (How to access .pdf documents) by fax (902-566-7850) or by mail to Veterans Review and Appeal Board, P.O. Box 9900, Charlottetown, PEI, C1A 8V7. You will be sent a written acknowledgement within seven days of receipt of your complaint.
Any information provided to the Board will be kept strictly confidential and is governed by the Government of Canada’s Access to Information Act and the Privacy Act. Complaints will not negatively impact on any services or benefits that you are currently receiving.
Your questions and comments are important to us because they help us to provide you with the best possible service. We encourage you to use this process to bring them to our attention.
6. Did you consult with Veterans’ organizations before making this change?
The Board has had discussions with the Bureau of Pensions Advocates (a free legal service whose advocates represent the vast majority of applicants) and the Royal Canadian Legion about this matter.
As these organizations play an important role in the redress process, they are aware of the challenges associated with processing claims and have expressed their full support for the Board’s decision to update the service standard.