OVO Newsletter

Volume 1 : January 2020-March 2020

A Message from the Ombudsman

I am pleased to launch the first edition of Focused on Fairness – the new Office of the Veterans Ombudsman’s (OVO) quarterly newsletter.

The OVO investigates complaints and identifies systemic issues related to the programs, treatments and benefits Veterans Affairs Canada (VAC) provides.

This newsletter will provide an opportunity for our office to share our work, show how we’ve helped Veterans and keep you up to date on what’s happening with your VAC benefits, programs and services, as well as emerging issues in the Veterans community.

It will also serve as a platform to reflect back what the OVO is hearing from Veterans and their families.

By sharing what we do and why we do it, the OVO hopes that you might discover new ways we can assist you or a Veteran you know. We are taking steps in new directions to ensure the fair treatment of Veterans and we invite you to follow along with our progress.

A few areas the OVO looks forward to advancing in 2020 – 2021 are Women Veterans and Supports for Families. Much of our systemic investigations work will be focused on these two areas. If you have thoughts or ideas on these or any other Veteran issue, I would encourage you to contact our office – we want and need to hear from you as we continue to advance fairness for Veterans and their families.

We hope that you will subscribe and stay connected with us.

2018-2019 Annual Report

Focus on Fairness, the OVO’s 2018-2019 Annual Report is now out. It shows how we addressed the 2,000+ complaints that we received from individual Veterans. It also describes the systemic issues we investigated and what we recommended government do to fix them. Perhaps most importantly, it provides examples of how our work has directly and positively helped one or more Veterans, for example, we alerted VAC to the case of a 98-year-old Veteran who had not been receiving all the benefits he was entitled to while awaiting placement in community care. Thanks to reconnecting the broken link between this Veteran and VAC, he started receiving appropriate benefits. Making an impact in the lives of Veterans is what we are all about here at the OVO.

“I am pleased to share the 2018-2019 Annual Report and encourage all Canadians to learn more about the OVO’s work advancing fairness for Veterans and their families. In 2018-2019, the office shone a light on a number of systemic issues impacting ill and injured Veterans, including: wait times, financial security, and transition.”

-Craig Dalton, Veterans Ombudsman.

Complaints by the Number

2019 Commendation Awards

Recognizing exceptional contributions to Canada’s Veteran community

We are fortunate here in Canada to have a strong Veteran’s community. All across the country, countless individuals and organizations work tirelessly to better the lives of Veterans and their families.

For the past 10 years, the OVO has recognized and celebrated some of these individuals and organizations for their contributions. Each year, nominations flood in from across Canada for the Veterans Ombudsman Commendations . And each year, the Ombudsman, in consultation with the Veterans Ombudsman's Advisory Council (VOAC), selects worthy recipients who are exceptionally dedicated, hard-working, and selflessly motivated to make life better for our Veterans.

In 2019, seven stellar nominees, in three categories, were chosen. Recipients, as well as their families, colleagues and loved ones, were invited to a November 26 Commendation ceremony held in Ottawa. The event was hosted by Sharon Squire, Deputy Ombudsman, and Michel Guay, OVO Director of Corporate Services and Charlottetown Operations. VOAC members were also in attendance.

Ombudsman Craig Dalton had the pleasure of personally thanking each recipient, presenting them with a special medallion in recognition of their impressive dedication and impactful work.

Audience members were touched by the different ways in which the recipients had dedicated their lives to helping veterans -- and were humbled to see the devotion and passion each recipient held for their work. The ceremony was followed by a celebratory dinner at LIFT resto lounge.

For those who were unable to attend the event, the Ombudsman and Deputy Ombudsman travelled to their communities to present the awards.

Call for 2020 Nominations

The nomination period for the 2020 Veterans Ombudsman Commendations is now open. Who do you know that devotes their time on behalf of Veterans of the Canadian Armed Forces or the Royal Canadian Mounted Police, and their families. Who has made a difference in your life or in the life of a Veteran or Veterans you know? Nominate them for a Veterans Ombudsman Commendations.

Latest Systemic Investigation

Income Replacement Benefits for Reserve Force Veterans

Published on February 11, 2020

In February, t he OVO released its first micro investigation, Income Replacement Benefit (IRB) Calculation for Reserve Force Veterans. Launched after receiving complaints from former Reserve Force members claiming that they were receiving lower IRB payment than they had expected, the investigation examined how Veterans Affairs Canada (VAC) calculates the IRB payment.

IRB is a monthly benefit providing financial support to Veterans experiencing debilitating health problems that stem back to their service. Eligible Veterans, according to VAC, receive 90% of their salary at the time of release from the military. The payment replaces income that the Veteran might have earned had their ability to do so not been compromised by a service-related injury or illness.

Our investigation revealed that there are cases where VAC has used a lower salary than the Reserve Force Veteran’s salary on release, resulting in a lower than expected IRB payment.

This practice results in an unfair outcome for some Veterans and can create consequences such as financial hardship. The lower payment is also inconsistent with their stated policy of 90% salary at time of release. The OVO made two recommendations for government to address the issue, including regulatory change and applying a Reserve Force lens when developing policy.