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Office of the Veterans Ombud. The Office of the Veterans Ombud reviews complaints, and challenges the policies and decisions of Veterans Affairs Canada where we find individual or systemic unfairness. We strive to be an independent and respected voice for fairness and a champion for the well-being of Veterans and their families. Contact Us
- Have a complaint or question
We base our commitment to you on our mandate and on the...
- Veterans Ombud Commendation
The Veterans Ombud Commendations are awarded annually to...
- Publications
Systemic reviews Analysis of systemic issues affecting...
- Contact US
Submit your complaint or inquiry using our Online Form. You...
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Canada.ca; Office of the Veterans Ombudsman ; Follow:...
- What We Do
If you are dealing with Veterans Affairs Canada, you have...
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A Veteran facing declining health contacted the Veterans...
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The mandate of the Ombudsman, found in the Order in Council...
- Have a complaint or question
- Message from The Veterans Ombud
- Our Organization
- Serving Veterans and Their Families
- Featured Cases
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- Investigating Systemic Issues
- Sharing, Listening and Connecting
- Veterans Ombud's Advisory Council
- Veterans Ombud Commendation Awards
- Financial Statement
The core of our mission is to ensure that Veterans and their families are treated fairly by Veterans Affairs Canada (VAC). Every member of our team is dedicated to this mission. It means listening to concerns of Veterans or family members, gathering the facts and identifying potential unfairness. It means understanding the legislation, regulations,...
Our organization is made up of the: 1. Veterans Ombud 2. Deputy Veterans Ombud and Executive Director 3. Intervention Services Directorate 4. Corporate Services Directorate 5. Strategic Review and Analysis Directorate 6. Communications Directorate The Office of the Veterans Ombud (OVO) has offices in Charlottetown, PEI, and the National Capital Reg...
WHY SHOULD VETERANS CONTACT US?
Everyone seeking or receiving services or benefits from VAC has the right to be treated with respect, dignity, fairness and courtesy. TheVeterans Bill of Rightssets out their right to fair treatment by VAC. If they feel that any of their rights have not been upheld or a decision is unfair, they have the right to make a complaint to the Veterans Ombud.
WHO WE ARE
The OVO investigates complaints and challenges the policies and decisions of VAC where we find individual or systemic unfairness. We strive to be an independent and respected voice for fairness and a champion for the well-being of Veterans and their families.
WHAT WE DO
We operate independently of VAC and we are impartial: 1. We listen to our clients 2. We review their files 3. We walk them through the process If we start a formal review of a complaint, we will explain how that works, evaluate how a client was treated, how the process was followed and whether the outcome is fair.
Getting it Right: Correcting a Veteran’s Income Replacement Benefit Calculation
The Income Replacement Benefit (IRB) provides a taxable monthly amount to Veterans in the VAC rehabilitation program and to Veterans whose permanent physical or mental health condition prevents them from working. A Veteran who had served in the Reserve Force contacted us because she believed that her IRB had been incorrectly calculated. In reviewing her file, we discovered that her IRB had been determined using the salary she was receiving decades earlier when she had been injured, instead of...
Untangling a Knot: Client’s Mistakenly Withdrawn Application is Processed
A Veteran reached out to us for help after VAC withdrew multiple applications for benefits. The Veteran, who needed the support of a caregiver, had been informed by VAC that his application for Attendance Allowance was withdrawn because he did not have the required Disability Pension of at least 1%. The client then applied for the Caregiver Recognition Benefit (CRB) and was advised that his application was being withdrawn because he had an entitlement under the Pension Act, even though this w...
Supporting Quality of Life: Getting access to a Recommended Drug
A Veteran who was experiencing a decline in her pensioned health condition contacted us for help getting access to a much-needed medication. The Veteran had been receiving a specific drug treatment aimed at managing her serious condition. When her health began to deteriorate, her doctor prescribed a new drug to be taken in combination with her previous treatment to help stabilize the situation, but VAC denied this drug request despite supporting medical documentation from a specialist. Unable...
As in previous years, the complaints we received from Veterans and those advocating for them related primarily to Veterans’ health supports and the wait time associated with disability benefit application decisions. We were able to meet or exceed our service standard by investigating 83% of complaints within 60 days, responding to 85% of informatio...
Our Strategic Review and Analysis team identifies and conducts reviews into systemic issues that could impact many Veterans. These issues come to light through individual complaints, stakeholder engagement, and reviews of VAC programs and policies. The reviews provide information about important benefits and services for Veterans and their families...
Connecting with Canada’s Veterans, their families and other stakeholders is critical to our success. This connection helps guide our work and ensure it is relevant to those we serve. We use a mix of virtual and face-to-face engagement to educate our target audiences about the OVO’s services and to hear about issues impacting Veterans and their fami...
VOAC advises the Veterans Ombud on matters related to the OVO’s mandate. VOAC members bring to the table the diverse perspectives found within the Veterans community. Through their expertise and knowledge, Council members identify emerging issues and provide advice on how to address them. VOAC members also raise awareness within the Veterans commun...
The annual Commendation Awards honour outstanding individuals and groups who demonstrate their commitment to the Veterans community through their selfless hard work. Recipients have been nominated by their peers for their exceptional contributions and dedication to improving the lives of Veterans and their families.
As per the 2021-2022 Departmental Plan, the Veterans Ombud planned spending was $5.6 million for fiscal year 2021–2022. The actual authorities at the end of fiscal year 2021-2022 were $4.3 million.
I am pleased to present the 2020-2021 Annual Report of the Office of the Veterans Ombud. It has been an extraordinary year, to say the least. When I was appointed in November 2020, I joined a team that was running at full capacity despite the pandemic and the shift to remote working, stewarded most ably by the Deputy Ombud, Sharon Squire.
Feb 25, 2022 · F or the fourth time since 2017, the Office of the Veterans Ombudsman (OVO) released its 2021 Report Card on Nov. 25. Veterans Affairs Canada (VAC) has fully or partially implemented 52 of their 76 still valid recommendations made since 2007. The rest of the recommendations focus on better access to VAC programs and services and on Veteran ...
The mandate of the Veterans’ Ombudsman is to: review and address complaints by clients arising from the application of provisions of the Veterans Bill of Rights; identify and review emerging and systemic issues related to programs and services administed by the department that impact negatively on its clients, including individual decisions related to the programs and services for which ...
Clients must first try to resolve the conflict with Veterans Affairs. If unsuccessful, complaints can be submitted by using the online system, by calling the toll free number, or by printing the complaint form on the website and sending it by mail, by fax or electronically.
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The OVO was established in 2007 with a mandate to ensure that Canada's Veterans, serving members of the Canadian Armed Forces (CAF) and the Royal Canadian Mounted Police (RCMP), their families, and other clients of VAC are treated in accordance with the Veterans Bill of Rights, and receive the services and benefits that they require in a fair, timely, respectful and efficient manner.
