Veterans Affairs Canada (VAC) Service Standards

Veterans Affairs Canada (VAC) has set service standards to ensure quality and timely delivery of services and decisions. The department is currently conducting a review of these standards to ensure they report on the service experiences that matter most. New standards may be added and/or existing ones may be changed as a result. Our current standards appear in the table below.

2015-16 Results

Various factors impacted our 2015-16 results. From an adjudication perspective, we processed more applications for services and benefits; however, this was offset by a significant increase in the number of applications received. Also, we committed to resolving older applications—an effort that was essential to providing good service to Veterans, though it was not reflected in our service standards.

The Department also hired new front line staff in 2015-16 to help manage high caseloads, many of whom continue to undergo training. As new hiring and training continues, we expect results to improve.

For more information on our 2015-16 performance, see our 2015-16 Departmental Performance Report.

Current Service Standard and 2015-16 Results
Accessing Services
When you... You can... Target 2015-16 Results
Call our National Contact Centre Network (1-866-522-2122) You can expect to be connected with the next available analyst within 2 minutes. 80% 77%
Note: This result marks an improvement from the previous year and this trend should continue with the increased hiring of staff.
Applying for Programs
When you apply for VAC's... Your decision will be made within... Target 2015-16 Results
Disability Benefits 16 weeks. 80% 52%
Note: We adjudicated more applications for services and benefits than the previous year; however, this was offset by a significant increase in the number of applications received. We also committed to resolving old applications—an effort which, while essential to providing good service to Veterans, had a negative impact on our service standard result. As we continue to hire new staff, improve training, and streamline decision making models/processes, we expect to improve turn around times for disability benefit claims.
Long Term Care Program 10 weeks. 80% 65%
Note: Low staff numbers in area offices impacted the timely delivery of the long term care program. As new hiring and training continues, we expect results to improve. This service standard also includes periods of time that are outside the control of departmental staff.
Rehabilitation Program 2 weeks. 80% 71%
Note: The Department hired new front line staff in 2015-16 to help manage high caseloads, many of whom continue to undergo training. As training and additional hiring continue we expect this result to improve.
Career Transition Program 4 weeks. 80% 53%
Note: In 2015-16, turn around times increased as workload demands related to new initiatives in other programs increased. Turn around times are expected to improve as these extra workloads diminish.
Earnings Loss Benefit 4 weeks. 80% 90%
Health Benefits Program (Public Service Health Care Plan) 4 weeks. 80% 74%
Note: In 2015-16, turn around times increased as workload demands related to new initiatives in other programs increased. Turn around times are expected to improve as these extra workloads diminish.
War Veterans Allowance Program 4 weeks. 80% 85%
Attendance Allowance 6 weeks. 80% 84%
Reviewing a previous decision
Disability Benefits program - Bureau of Pensions Advocates (BPA) Target 2015-16 Results
Your case will be ready for hearing with the Veterans Review and Appeal Board within 21 weeks of your contacting BPA, if there are no delays on your part in obtaining and providing the required information. 75% 66%
Note: While today the majority of cases meet the standard, this percentage includes a significant number of old files that were resolved over the last few months of 2015-16.
All other programs Target 2015-16 Results
If you are dissatisfied with a decision you received for any program other than Disability Benefits, we will complete a review of that decision within 12 weeks of receiving your written request for review. 80% 53%
Note: In 2015-16, turn around times increased as workload demands for other programs increased. We are addressing these workload issues and expect results will improve.
VAC Program Recipients
Once you are eligible for VAC’s... You will... Target 2015-16 Results
Disability Benefits Program or War Veterans Allowance Program Be sent your VAC Health Care Identification Card within 6 weeks of your eligibility. 100% 100%
Veterans Independence Program Have your reimbursement processed within 10 business days of claim receipt by the contractor. 98% New in 2016-17
Rehabilitation Program Work with your case manager and develop a plan to best meet your needs within 45 days of your eligible Rehabilitation Program decision. 80% 67%
Note: The Department hired new front line staff in 2015-16 to help manage high caseloads, many of whom continue to undergo training. As new hiring and training continues, we expect this result to improve.
Case Management Recipients
The ratio of case managed clients to case managers will not exceed 25:1 80% New in 2016-17
Applying for Commemoration Programs/Services
When you request... You can expect... Target 2015-16 Results
War service medals (first issue) Your medals to be shipped within 8 weeks. 80% 100%
Replacement war service medals An entitlement decision within 8 weeks. 80% 99%
Your medals to be shipped within 4 weeks of receiving your request and payment. 80% 100%
Commemorative information, products and education material Your materials to be shipped within 2 weeks. 85% 100%
Care and Maintenance of Veterans’ Graves A response within 5 working days. 80% 98%
Required actions to be completed within 12 months of the request. 80% 99%
When you apply for... Your decision will be made within... Target 2015-16 Results
Funding under the Community Engagement Partnership Fund 12 weeks of the posted quarterly application deadline. 80% 98%
Funding under the Cenotaph/Monument Restoration Program 12 weeks of the posted quarterly application deadline. 85% 74%
Note: In the first quarter only, the service standard was not met due to temporary delays. However, the service standard for the final three quarters was exceeded. Based on first quarter results in 2016-17, this service standard continues to be exceeded.
Funeral and Burial Benefits 30 calendar days. 80% 87%
 
Please Note: Processing time for all VAC applications/requests is counted from the time we receive all required supporting information by the applicant. Information required from other parties/departments/agencies, etc. is included in the turnaround time.
Date modified: